House of FraserReviews 213

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!

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!

House of Fraser will you please just give up as you are terrible and you are causing misery to so many people.

Close the company as your not good at what you do

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!

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!

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.

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.

I ordered a bag worth £102.99 the delivery driver delivered to a unsafe place and I never received it, house of Fraser would not refund me, so I contacted my bank which they did refund me, now I am being taken to court from a company called legal service acting on behalf of house of Fraser, they are saying I committed fraud, which I have proof I never received it, they are claiming I need to pay £429.99, DO NOT SHOP here it's a big scam, I am going to fight it all the way.

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.

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

DO NOT USE THIS RETAILER
Item not received, no customer contact details on website, very slow to respond to refund request. Don't use this shop! 6 weeks on 14 emails sent to their Customer Services Team, two Denial of Receipt forms completed & do I have my refund? NO! Their tactics are very clear, they hope that I will give up and walk away, just like so many other customers probably do. It is appalling how they are getting away with theft by not refunding customers for non received items. I REPEAT - DO NOT USE THIS RETAILER! I will be contacting the Ombudsman for Retail they should not be trading.

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.

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.

Waiting 30 days for them to run ivestigation because they lost my package. They will not refund me any money because they need to run investigation with their delivery company (Evri). The problem they are facing has nothing to do with me and its a dispute between them and Evri but still they will not give me refund. The issue least already for 2 weeks. Its 5 days until Christmass and I am stuck. They fcked me over now I have to do the same with them. I bought already replacement. If they find the parcel and send this to me after 30 days I will have no choice but to damage it on purpose so they finally give me money back as return. It feels like I was scammed very badly. Money gone, product not here and their customer service says wait 30 days and we will see what happens. I know what is going to happen already. You will give me my money back anyway + get bad reviews wherever it is possible. That is how you dont do business. I dont want your parcel in mid January if I paid 10£ to get next day delivery and it should be with me on 17th Dec.

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...

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...