House of Fraser

House of Fraser customer service policy = THE CUSTOMER IS ALWAYS WRONG'. My wife bought me an expensive toilet bag for my birthday via the HoF website. Just before my birthday a random Farah t-shirt turned up. So random no connection was made with the bag and we assumed it was a gift from a friend. When we eventually made the connection a few weeks later (having opened and binned the packaging) we called HoF who conducted a warehouse investigation and emailed (rather than called us back) to tell us that we had definitely been sent the toilet bag therefore we would receive no refund. They posted back the t-shirt we had returned and hadn't ordered. Take the customers word for it? No chance. My wife has since spoken to you three times to try and explain what happened. You believed your warehouse rather than us and as a result you have effectively stolen £155 from us and left us with a worthless t-shirt we couldnt give away. The inference from you is that we are trying to steal from you. Warehouses / distribution centres never make mistakes do they? Yeah right. Try putting your customers first for a change. This is appalling customer service. DO NOT BUY FROM THIS COMPANY. We wont ever again. John Lewis would never behave in this manner towards their customers, which is why John Lewis is a thriving business and this one isn't.

Please Avoid At All Costs. Shambolic Customer Services. Impossible To Contact A Human. All You Get Is A Generic Email Address Which Gives You An Automatic Response. And When You Do Get A Response It Is Utter Nonesense. I Was Told That There Was No Account Registered To My Email Address, Really. The Same Email Address A Confirmation Of My Order Was Sent To. Avoid This Company. The Products Are Good. The Prices Are Good. But They Do Not Care About. Customer Services

I don't believe that such a company, once renown for it's amazing Customer Service, can now offer such poor and appalling Customer Service.

Purchased something online from HOF for a Christmas gift and received it defective. Only then found out that there is no contact number for Customer Service to call, only a Webchat (autobot keeps asking the same questions) or online email form. Contacted them via online form and it took nearly a week for a reply or any confirmation that they received my query. I was told to send in the defective items via secure parcel outside a local newsagents. Kept tracking the parcel online and it was collected, so I contact HOF via email. Again no communication for a few days of emailing a couple of times, when I did get an email I was told that they have only received one faulty item not the two that I packed in it's original packaging. Also not offered a refund to original method of payment but only a gift card to only spend again in HOF (like I would ever want to do that after this).

It has been 3 weeks and several email later I have had no communication from HOF regarding what is happening. All I get asked is that same questions again and again, with 0% progression. I have requested for a manager to call back, but still no communication or call back.

Please do not waste your money with HOF as they will only rip you off.

I am disgusted with the service that I have received from the online shopping service from house of Fraser. I placed an order on December 11th I should have received it 3 days after. It was then delayed,then on hold. I contacted customer service numerous times to ask them to chase my order with evri. I was always told to wait. Christmas came and went,still no parcel. This was so upsetting as it was present ms for my nephews. The parcel them showed as being delivered when it wasn't. I contacted evri,they confirmed by email that this was a computer glitch and it was in fact lost in their system. I contacted hof again and sent them the confirmation email. They said this is not good enough and that they need the confirmation themselves from evri. Why am I costantly chasing this up? Surely their customer service should be doing this? I have sent in total around 29 emails to hof now nobody is getting back to me at all.
No items no refund! Absolutely disgusting way to treat a customer. This is the first and last time I will ever purchase anything from house of Fraser. AVOID AT ALL COSTS

I seldom leave poor reviews but if I could give them 0 stars I would. Never had such shocking customer service. Got a delivery before Xmas that should have had 7 items in it (all gifts) - the packaging had been ripped and a poor attempt at re-sealing had happened, and TWO items were missing. Customer services terrible, bots and when you do get a human super slow and perfunctory. Refused to send replacements while they "investigated" then came back to say their investigation was concluded and they were satisfied I'd had all the items on the order! I could actually categorically proove I hadn't (not least as someone was with me when I opened the package who would testify, though it shou;dn't come to that!) but because the PoD image from the driver prooved that it couldn't have contained at least one of the missing items as it was a large padded jacket and too large to have fit in the packet. They are just not interested though, and I have since found other reviews saying exactly the same has happened to them. I will not be called a liar so am taking the case legal as I feel so strongly that companies shouldn't get away with treating their customers like this and blatantly ripping them off. Don't know if it's HoF fault or their courier Evri, but either way they should take ownership of things like this it's FRAUD! Please learn from my mistake and don't deal with these total charlatans!

I don't usually write reviews, good or bad, but I am really frustrated with this company. I recently made an order online, which was accepted, then cancelled two days later. I then reordered, as per their advice, and this consignment was successfully processed and delivered. I then received an email from customer service, informing me that the cancelled order was a mistake on the company's part and was now being processed for delivery. I wrote back, asking them not​ to process the cancelled order, as I had reordered since, but was told that it was too late as the parcel had already been passed on to the courier. This parcel was eventually delivered, so I therefore received two identical orders and was charged twice.

I sent the mistake back, enclosing a note detailing my name and order number, as no paperwork had been included in the parcel, unlike the legitimate order. I also had to send an item from the legitimate order back, due to sizing issues. I sent them separately, to avoid confusion, but nevertheless sent both parcels on the same day, at the same time, using the same delivery method. They successfully refunded my one returned item, but claimed to have never received the other parcel (their mistake!) and so declined to action a refund for the order total, which came to £90; just over a day's work for me.

I spent one month patiently exchanging e-mails with three different employees in customer service, to no avail. Each essentially told me that there was nothing they could do. Nor did I receive any kind of apology from the company, at any point. They have totally lost my respect and custom. I will never shop here again.

Customer services simply do not reply to any issues, I will never purchase any goods from this company again.

My recent experience with House of Fraser (HOF) has been nothing short of a nightmare. After ordering several items from their online store on 11/04/23, I received my package on 17/04/23. Disappointed with the quality & sizes of items, I decided to return some items as "no longer needed". HOF accepted my return on 25/04/23.

Here's where the real frustration began. The merchant had the audacity to insist on using their choice of a delivery company for the return shipment. HOF generated automatic returns label via Evri.

After dropping off the return package on 25/04/23 and tracking it, I noticed that, the delivery company's tracking showed no updates from 27/04/23. I immediately contacted the merchant to inform them about the situation, hoping they would initiate a refund promptly.

To my utter shock, House of Fraser refused to take responsibility for the lost returned items, placing the blame squarely on the delivery company. HOF conveniently brushed off the issue, disregarding the fact that it was their decision to use an unreliable courier that caused the problem.

Not only did I lose my trust in their products, but I also lost my money for items I no longer possessed. It is beyond disappointing to deal with a merchant that shows such a complete lack of care for their customers. As a consumer, I expected the basic principle of fairness and accountability.

The refusal to refund for lost returned items is a clear indication of their lack of professionalism and customer-centricity. A reputable merchant would have acknowledged the problem, taken immediate action to resolve the issue, and refunded the customer without hesitation.

I strongly advise against doing business with House of Fraser. Their negligence in choosing a reliable delivery partner and their unwillingness to address the problem appropriately demonstrate a complete disregard for their customers. Save yourself the time, money, and frustration by seeking a more reputable and trustworthy merchant that values its customers and stands by its promises.

To whom it may concern,

I would like to make a formal complaint that happened at the House of Fraser store in Wolverhampton on the 29th October 2022 around 12pm.

My fiancé was looking for a new foundation and we came across some sale items. We opened the boxes to look at the colour and noticed that the foundation had already been opened and used as there was dry foundation in the pump. The security came over to us and said in an aggressive tone 'You cannot open them, they are unsellable now', to which she explained that they had already been opened. He called over the floor manager and my fiancé had to prove with a random bottle that they had already been used and opened. The security's attitude was unbelievable with the response. My fiancé had to tell the floor manager that she suffers with anxiety and panic attacks and no longer wish to shop there. The situation was blown out of proportion which caused her to have a panic attack in the shop and I had to carry her to the car.

She has been intimidated with the same security man in the shop 4 months ago, was followed around the shop and made to pay even though she wasn't finished shopping... she had her bank card in her hand.

I am absolutely furious with the situation; her condition is a hidden disability.

I look forward to hearing your response on the matter.

House of fraser now under new ownership don't pay for returns even if faulty
I'll never buy again and unfortunately I can't leave no stars

Useless services no wonder you got stalls shutting down all over. Paying to give a service you can't deliver. Wouldn't even give it a 1 star review.

Terrible customer service, plus they will refuse to refund you for postage costs should you have to send a return. Absolutely awfull.

Racially abused by customer service asians will only help other Asians I was told by customer service

5 delivery charges £5 return charges total loss £10 received wrong size cost me £10 for notthing very disappointed from them

AVOID ONLINE PURCHASES, SPECIALLY EXPENSIVE ONES! ONCE THEY HAVE YOUR MONEY YOU WILL HAVE TO BATTLE TO GET IT BACK!

I made an order that was meant to be delivered by my wife's birthday which unsurprisingly came late. I hadn't ordered this online so had sent it back without opening it 2 days after receipt, tracked delivery.

This led to the process of trying to get a refund Fromm House of Fraser for. 4.5 MONTHS!

Having ordered in March, I have finally received my refund after an almost 5 month battle with the retailer, and threatieninf legal action, I have finally received a refund but this did not come easy.

Broken stores, shop staff unwilling and unable to help, no contact number and terrible communication and customer service, I had to get Resolver involved and threaten to take to small claims court to get any action!

They had even made me cancel a gift card and credit card claim to quickly transact a refund (meaning that that credit card claim could never be reopened), and even following this took 2 months of constant battling to get my money back!