House of Fraser

Absolutely appalling customer service. It is basically a chatbot trying to get rid of queries and IF you eventually get through to an actual person which is unlikely they will take around 10 days per message to reply! I ordered 2 items on 21st September and paid for fast delivery and am still waiting for one of the items (17 days later!) Been promised a £15 voucher for inconvenience over 10 days ago and still nothing. Absolutely shocking service and will look at my consumer rights and make a complaint as not good enough!

Would like to have given NO stars
I ordered a mens pair of Boss shoes at £139 - what arrived was an obviously worn for a long period of time pair of shoes. There were bits of black wool from socks on the inside heels and sides. Creases on the toe areas. The soles were very dirty and scuffed and one even had a sticky splodge. There was also a big scratch on the side of one shoe. How these were returned in this state is disgusting enough but to be send out by HOF is appalling.
It took 3 attempts to get a refund and Customer Services staff were rude and offered me 10% discount for a second hand pair of shoes!
Now I have spent time to get these items returned and I have to make a trip to the post office. No offer of returning my original delivery cost!

I returned over £200 worth of items via there website. Over a month later I still have no refund. There is no way of contacting anyone from House of Fraser, their customer service email just bounces back, they have no phone number, no live chat. Only messenger which they simply don't reply to. I have never been so frustrated, it is theft.

House of Fraser has a totally dodgy returns policy. £5 to return anything. Yet they don't tell you this on their website. Even faulty items are a problem because they ask you to contact customer services but make it viturally impossible to do so.

Ordered 1 Jan in sale over £100. Nothing yet recieved - 3 weeks later, tracking awful no info except shipped and CServices have no information at all.
Will never shop with them again. Rip off merchant. Would rate them zero out of five if option available.

Avoid HoF at all costs as they are crooks. Tried to get a refund on an item that wasn't required and they said that this could only be done in the form of gift vouchers. I tried to complain and spoke to several different staff who could hardly speak (or understand) English and was just palmed off and / or ignored. I have spoken to many folk who have had the same experience - post purchase, you will not receive any help at all. Their online staff are evasive, dismissive, condescending, rude, ignorant, apathetic and very frustrating to deal with. I will never shop here again...

Scammers! Do not recommend, I have multiple bad experiences. On a regular basis they send a package with missing items, after you complain they send fake photage proof! Also horrible communication! Other time they send wrong size of two items, after sending back they refunded me only for one item. Never ever will I order again and definitely do not recommend to anyone!

Order cancelled due to severally delayed delivery dates. It was cancelled directly by their teams. Yet 2 weeks on the fiance via FraserPlus still shows the purchase and is subsequently being debited from my account. This is tantamount to theft! Appalled by the lack of support and communication from this once reputable company.

Wish I could give zero stars, charge £5 for Evri delivery, no packaging provided, box of gift came damaged/dented/ripped apart with half of the LEGO contents missing. Refusing to refund/exchange/replace, ruse and patronising customer service.

Chose one star as no option for zero...
I ordered several Eden Park garments all in size 2XL. HoF decided to send me one of these items in size small but package in a 2XL bag. I returned the item to them and they sent it back to me saying I didn't get it from them. They took it out of the wrong bag as I assume someone noticed the mistake. 25...yes 25 emails later they refuse to acknowledge their mistake. Every time I get an email they ask for the same info which I patiently provide. No one reads any of the case details ever...I will never deal with these people again and am £85 out of pocket with no recourse. Fuming...

Stole £550 from me. I have returned 15 items worth £550, they lie about receiving something else and never receving those items despite Evri's tracking sayin they have never delivered those items and they have been in transit for 6 weeks. Its impossible to speak to anyone there, their employees are illiterate sending out contradicting information and lying. HOF stole £550 from me, avoid at all costs

HOF refused my refund, even though I had proof of return, tracked etc. Terrible customer service, 31 emails later, over 2 weeks. I took my case to PayPal, provided my evidence, and won my case for a refund! HOF customer service is one of the worst I have ever experienced. When I asked for a copy of their T&Cs highlighting where they were refusing my refund, they sent me Sports direct T&Cs! My 10 year old child could have responded better to my 31 emails. They refunded my fiances return, which was packaged separately in the same returns parcel, so really couldn't dispute my return, although they did. I had taken pictures showing both labels on the outer packaging, prior to returning. I had also had my parcel weighted at the postoffice. I had it tracked showing recieved however they still disputed my return, refusing to credit me £75.
Well thanks to PayPal looking at my evidence, I am getting my money back! I will never use HOF again!

If I could give no stars I would. House of Fraser are a complete joke. Their customer service is appalling. I will never shop here again. They deserve to go under and stay there. My complaint had to go through Resolve as I was not being helped by their incompetent employees. I truly am disgusted that in these times, a business doesn't value their customers. Unbelievable.

Having ordered 2 dresses in different sizes I ended up paying nearly £15 for delivery (£9.99 DPD + £4.99 standard). I was disgusted to discover that returns are not free and I will have to pay again. They even charge £4.99 for click and collect. This is not made explicit on the returns page of the website- you need to click on the link for the returns form. Customer service is appalling. First and last time I ever buy from them - online or in store. Most companies offer free delivery over a certain amount (order over £200). Avoid. I'd strongly advise using a similar department store or reputable online clothing company.

Paid £112 (plus postage) for some sale shoes. Then I got the shoes and they have a £95 tag on them! I don't think HoF should be charging more online than in the shops, on principle. It may 'only' be 17 pounds, but I think that's a lot (and that's excluding the £5 postage charge).

No idea how often this may happen on other purchase, and what the price difference may be on those - so I'd just say be wary of buying anything online from HoF...

(Btw I did email HoF customer services a while before posting this, to get an explanation, and heard nothing back at all)

I recently tried to purchase a coat from HoF. It arrived and was the wrong size and so I returned it following the instructions. The goods were then stolen by someone at HoF warehouse and despite proof that they have been returned HoF are refusing the refund. I would strongly advise against shopping at this online retailer. They do not offer the same level of service or risk cover as other major department stores.

I will never buy anything from House of Fraser again.

I bought 2 tops, identical except for colour, wore each once then washed them together in a 30 degree wash. One shrank by 4 centimetres, so I sent it back for a refund.

House of Fraser returned it to me, saying that they could find no manufacturing fault and I was therefore not entitled to my money back.

So I raised a complaint and included a photograph of the two items side-by-side as evidence. But they refused to budge, and subjected me to the 'broken record' technique. So I escalated it.
The response from Jan (part of the management team) said "A product shrinking within the wash is not classed as a manufacturing fault.".

So there you have it - House of Fraser does not believe that the Consumer Rights Act applies to them.

I'll give the top to Oxfam.