My outside furniture looks like it's come from the local tip. Damaged and absolutley filthy, they are both part of a £7.4k total order.
Both sofas were delivered by a 2 man and a van team packaged in some bubble wrap and wait for it! CLING FILM, yes that's right CLING FILM.
Both sofas would be hard to sell on Ebay, if you did manage to, you would have someone knocking on your door soon after.
No legs for the table, filthy and also damage, I only wish it could hover then after a good clean and some touch up paint we could use it!
Only 7 chairs delivered not 8 although I have been told I have 8.
The box even has 4 crossed out with 3 written on it the other has 4 on the box.
No reputable company would accuse you of lying over a £215 garden chair when you have spent almost 7.6k with them in the last 2 weeks ( my wife bought some dresses the week before with one returned because it was covered in stains)
Live chat all morning, was total joke!
H of F should not be allowed to trade, selling goods that are in such poor condition, that have been re-packaged or obviously not new.
I would not be surprised if they are selling customer returns or damaged goods that other outlets have turned away with good reason.
I can not get any one to call me although I have asked live chat to ask someone to do so lots of times this morning, no one in customer services has a phone, really?
Now going to log a dispute with our card company Amex. I will not wait the up to 48hrs for what would probably be a usless email like the live chat I have wasted time on this morning.
You have been warned!

Reply from House of Fraser
20 Jul 2021
Hi Gary,

Thank you for taking the time to leave us your review.
We are sorry to hear of the issue you are experiencing.
I understand how disappointing this must be for you.
Can I please ask that you contact us on *******@houseoffraser.co.uk and a member of the team will be happy to look into this for you.

Please allow up to 24 hours for a response.

We look forward to hearing from you.

Kind Regards

Amy

My Reply to Amy
Hi Amy
Customer service has just offered me £80 to keep the whole order.
I have a £1050 table with no legs, scratches and badly marked.
A missing £215 chair.
Two sofas that are badly damaged and stained at £2182
This is part of a £7400 garden furniture order!
I would be embarrassed to take these items to my local dump.
This furniture is made by Talenti, I can't belive that they allow you, H of F to sell their furniture.
All these items were not in the original manufacturers packaging, WHY?
I have told customer services that I would still send back even with a 50% refund, total jokers!
Angle fro customer services offered me the £80, with a sense of humour like this she is wasted at H of F she should be on TV
YOU HAVE BEEN WARNED AGAIN!

Update, day 10 since collection, NOTHING! No emails NOTHING!
With a £7,400 order you would think alarm bells should be ringing, obviously not.
Live chat said this morning you need to wait 14 days, as I have said before H of F " A TOTAL JOKE "

Hi all,
Would like to leave a review about House of Fraser so everyone know how they treat their customers. Short cut story I have ordered a wallet from HOF and definitely changed my address to a new before ordering. Also I have selected click & collect@ local store option (at this point all stores still operated). Once I have received order confirmation e-mail I have noticed that Invoice Address diverted to my previous address. Due to Covid-19 situation within country I have raised my concern and have filled in cancellation request and also have send e-mail to customer services straight away after order has been placed. House of Fraser team purposely ignored my email (sent on 20/03/2020@ 10:51) and cancellation request (that was submitted even earlier) for couple of days, and then they have send me e-mail only on 24/03/2020@ 16:31 stating that my order has been shipped to a local store, however no notifications has been send and order was still@ "processing" status. Only on 24/03/2020@ 22:59 (that's 6 hr later) I have received notification that my order has been shipped to my INVOICE address, and not to nearest store as was advised by customer services (so they have definitely lied). I have send couple of emails arguing about issues, however they haven't even commented on any of my questions and constantly kept ignoring them. As I customer I have all rights to cancel order, however HOF purposely ignored my cancellation requests and all they said they are extremely busy, however after they have shipped my item they were responding within a day to all my emails and when I said I'm going to take this issue and complaint everywhere, I have response within 6 minutes! (So it just proves that they purposely ignored my cancellation request). Also I have said to them that I have changed address, however it's their site diverted to an old address, however they have ignored my question completely and then they kept saying its shipped to the address that I have submitted. Also not even a word about the fact that they haven't cancelled my order and they have loads of time for this especially that I have filled in cancellation request and also send an e-mail straight away. Last email from them state that item has been delivered and they take no liabilities from this point and I have to sort collection myself. At this point you are not even allowed to drive due to self-isolation, so I had to take a risk otherwise I would lose £72.99. I had to drive twice to northampton to get my parcel and that's at least £10 on fuel and also possibility to get stopped by police and get fine (not talking about my own safety). And its not even end of story! Item has got some mars and it should contain£10 voucher for any order that you select click & collect and its not even there! I don't care they have redirected it to home address, they still should include this as I wouldn't even order this without this voucher offer! However they refusing to provide it saying its a home delivery? Always thought that HOF has a good level of customer service as they position themselves as "posh" but not by the looks of it. Never had such a terrible experience! Please avoid this place by all means these liars!

I bought two matching ceramic homewares as part of a set in early December online from the House of Fraser. They arrived in a plastic bag. One of the items was in a box and seemed undamaged ( I didn't open the security packaging). The other item, a platter, was not in a box. Rather it was wrapped in bubble wrap. I could see that it was badly smashed through the wrap.
I tried to contact HofF through several means until yesterday. I received generic replies from them, which were not relevant and of no help. It was impossible to call anyone at the HofF. I then tried to contact them through the MSE service, Resolver. I received the same generic replies. Yesterday, I decided to take the products back to the Victoria (London) branch.
There were three people on the customer service desk on the second floor. Dealing with them was really unpleasant. After explaining what had happened and despite the platter being obviously smashed and the security tape still intact, they questioned me as to whether it had arrived intact. The first person passed the matter onto a colleague. They were clueless as to my rights. I was due a full refund on the damaged goods as well as the intact goods. They then told me that I could have a refund on the damaged goods and a gift card for the undamaged goods. I argued that as I had bought them as a set, I should get a refund on the two items. I told them that I had had to buy another item (from another store).
They refused and pointed me to the invoice that states that if you return in store, you are entitled to a refund to a gift card. They said that in order to get a full refund, I had to return them through the post (at my expense). I said that neither scenarios applied as the items were damaged.
They refused to listen to me and kept on offering the gift card option. I thought that they were offering a refund on the damaged item and a gift card option on the undamaged item. I finally agreed to this as I was getting so frustrated by them. The final insult came when they gave me the gift card for the two items. I took the gift card and told them that would never shop with HofF again. They did not seem to care. I was so incensed by this and want to warn everyone not to shop at this place again. Before Mike Astley got a stake in this shop, I was a loyal customer. Never again.

House of Fraser is closing half of it its stores in the UK. No wonder they got to this situation with the kind of unfriendly staff they employ. We were walking past the Reading Oracle store on a Sunday afternoon and noticed a beautiful black dotted dress displayed on a mannequin. We went into the store and asked one of the employees where we can find this dress in the store. And she politely refused to help saying "I am sorry, I am at this counter, you can go around the store and look". Our jaws dropped at this attitude; not that she was serving any customer at that time! And my wife was quick to respond with "thank you, you have been very helpful". There were not many people in the store that afternoon. We walked away further down the store and asked another employee at the till. And this employee was not attending to any customer at the time we asked her. Her polite reply was similar to the first one "I am sorry but I am serving at this till". "Serving who?" was the question we asked ourselves and walked further down. At this stage my wife wanted to walk out of the store. She stayed in because of me as I wanted to buy that dress for her as she would have looked great in it! On my insistence she went further ahead and asked another employee and this time my wife mentioned to her that we have been trying to get help and no one seems to be willing to help! The employee said that she will call the manager and went on the phone and spent 2 minutes talking to someone. And then she asked which display window it was. We told her that this was the downstairs display window. The employee went and looked at the dress and came back and said that she will call the manager. She went on the phone and was talking to someone for about 5 minutes and we were asked to wait for the manager to come. After a few minutes she walks to us and says "Let me go and have another look". She went down and returned after 5 minutes only to tell us where we can find this dress - not that she would come with us to show the dress. We went to the said section of the store only to find that she had directed us to the wrong dress!
Three employees, thirty minutes in the shop and they couldn't get the dress we asked for! Best to close down the business! Please spend some time, energy and budget on training the staff on the basics of customer service.

I thought House of Fraser a reputable company how wrong l was!
I went into the Maidstone store to purchase a new sofa. I was served by Peter (apparently the furniture manager?) I ordered a set of the sofas to be exactly the same as the ones they had on display. Whilst Peter was gathering the paperwork he was telling me all about the evening he had had the night before, how he hadn't had any sleep at all as he had been at the vets with his dog until 4am and then been up early for work. So, I signed all the paperwork and left. Delivery was scheduled for sometime in February. I then received a phone call from the delivery company on Monday 5th February saying that they would deliver on Saturday 10th between 7am and 7pm. Unfortunately there was no way I could be in that day but they said there was no option "Saturday or nothing!" They said if I couldn't be in to take delivery I would need to contact the store I purchased from for a refund as they would not deliver any other day? I then had to contact HOF head office but they had no record of my purchase? So I had to contact the Maidstone store who finally managed to arrange delivery at a more convenient time. The sofas were then delivered on Wednesday 7th February. To my surprise when the delivery men unwrapped the sofas, they were not the same as the ones I had ordered from the store. The feet were a very dark wood, the ones in the store were oak. I ordered exactly what I had seen on the shop floor! I phoned HOF head office and was told I needed to contact the Maidstone store directly. I then called the Maidstone store directly and they told me I needed to call the head office and they gave me a different number. I called this number and they took my details and assured me someone would call me back. A sales assistant then called me to tell me that Peter was away until the following week and he would call me back upon his return.
By the Tuesday I had still not heard anything so I called the store back... this time I got to spoke to Peter. He was rude and aggressive with me. On three separate occasions I had to ask him to stop shouting at me. By this time I was feeling very uncomfortable and had to hang the phone up. After I had stopped shaking I called HOF head office which was in Sunderland, with a Sunderland area code and who answered... Peter from the Maidstone store? Brilliant, he then started shouting at me again. He was saying I had specified the dark feet, why would I do this when I wasn't even given a choice of the colour of the feet. I ordered the same as in the store, which was oak. Had I known there was a choice and been given the option, I still would have ordered the oak as that is what I wanted. I then remembered back to him telling me how on the day I had ordered my sofa he had had no sleep the night before, maybe he should have not gone into work that day as it appears HE has made mistakes!

This dispute is ongoing and they have now said that I can have the feet that I first ordered but at an extra cost to myself? The emails I receive regarding this are unsympathetic and patronising. For something that was their mistake in the first place the customer service is appalling!

To summarise I have had an extremely disappointing experience (that I fear is not over yet) and I would like to warn people to steer clear of this company as they are unknowledgeable, unprofessional, rude and aggressive!

If you must shop with them be extremely careful ordering on line and take a screen shot of every item when it is in your cart and be sure to take a screen shot of your check out total.
I ordered a formal dress shirt and cummerbund set on their website last night total cost £34.09 When it came to checking out a pop-up appeared spend another £15.91 to avail of free delivery. (Orders over £50 are entitled to free delivery to Ireland).
I went back into shop leaving these items in the cart; I subsequently ordered two other items from their ladies department on ‘sale' for £60 and £29.99 respectively an extra shop of £89.99 which was subsequently added to the cart. My new check out total after entering all my card details was £124.08. I was then asked for my password on my bank site; imagine my surprise when HOF then said thank you payment of £150.98 received? My order was confirmed by *******@12.45 am.
I spent another hour trying to figure out what had went wrong, I did not add anything extra to my cart except these four items. I saw my order prices had increased for all but one item.
Called customer service in the UK@ 12.56pm today, reference Brian said he had no idea how this happened. I told him I had a screen shot of two of the items going into the cart and out of all four items ordered only one had remained at the price I had purchased it for. Nearly one hour on phone then I spoke with Supervisor Vicky, she informed me that the items were on ‘sale' only until midnight i. E. 00.00 hrs she said ‘I would be annoyed too if that happened to me' but she had no way to refund the extra £26.90 they had taken from my card. Hey they can take extra out of your account but can't refund it, nice try HOF. I pointed out to her at no stage on their website does it inform customers neither of a ‘restricted time- sale' nor indeed of a cut off point for buying at the prices advertised. Moreover, most importantly it was after midnight when I placed the other two items in the cart at the ‘sale' prices, AND checked out at a total of £124.08, not £150.98. At no stage did I authorise HOF to debit my card for the latter amount. I consider this very shoddy practice.
I then called HOF Dublin and spoke to the instore buy and collect Manager, I explained the situation to him (he was very helpful, immediately grasped the situation and understood my annoyance) he spoke with the UK while I waited, then I was transferred to Hugh who said the ‘sale' prices change at 00.15hrs… hey tell the customer that please and your website check out tool bar, tell your colleague 00.00 hrs Vicky! I was also told that HOF had no way of checking what prices were shown when my items were placed in the cart, pull the other one Hugh, your site uses cookies. I could find these ‘sale'figures easily on your cached site. I told him I had been on to my bank and they said a merchant should not debit your account for more than you have authorised. Well HOF did that to me, my bank agreed to put this transaction in dispute. I told Hugh to cancel my order as I never have and never will agree a price at check out and let a merchant dip into my pocket afterwards for whatever they see fit. Would they try this in their shop? I think not! It is the principle of this transaction that is so sticking in my craw. I would have been happy to pay the higher price, but I cannot and will not agree with the underhand tactic used by HOF to obtain another £26.90 from my account something that I only became aware of AFTER the actual transaction. Also I could have travelled to HOF and purchased the items quicker and with less hassle than this online transaction, plus the expense of several hours on the phone (they can't call you back you must hold at your own expense) talking to probably outsourced customer care staff who couldn't give one toss about customer care.
In all my years of on-line shopping I have never experienced an incident like this. So much for the simplicity of online shopping, beware it does not happen with the HOF.