House of Fraser

I bought 2 dinner services for nearly £300 before Christmas. The crockery arrived smashed. I was expected to get the 15kg 3'x3'x4' soaking wet box to the Post Office. I'm disabled and use a wheelchair. They didn't care. My carer helped me return the box. I still don't have my money back. I survive on disability benefits, £300 is a huge sum of money to me. Rent is now hard to pay for and I'm living on soup. They don't care. Don't give them any money, shop elsewhere, anywhere else.

I have never had such difficulties in trying to return an item. There is no option to speak online to an actual person. All replies are virtual. I have been emailing backwards and forwards for 4 days. Totally ridiculous service!

Absolutely terrible
Absolutely terrible.
Left with a headache.
An item I don't want.
And less money.
It is impossible to return an item.
Unfortunately it tells you at the end when you've PAID and picked the return route you'd like that you need to print something.
Well it's 2023 and unfortunately I don't have one. So I thought that's fine I'll contact them so that they can amend it and give me a QR code. Nope. May as well try to contact the prime minster you'd have more luck.
So try evri - even harder, you type in the chat the bot doesn't understand, so you send an email - shock horror no reply.
Back to square one.
So in the very last attempt I thought just go and scan the barcode at the drop off points - bingo you guessed it. Doesn't work.
So no I won't be shopping with them again they make it vastly more difficult and you could probably get the items cheaper else where anyway.

I Paid for next day, my order failed to arrive, and was 18 hours late. I had Evri courier email saying they had the parcel for delivery (they were excellent) but, HOF email saying it hadn't left the warehouse totally confusing! They then refuse to refund next delivery charge and only sent a "free code" for a future next day delivery, which is useless because I won't be shopping with them again after the exchange of emails from customer service dept.
Don't shop with this lot, HOF used to be quality gone down the pan now!

Awful online shopping experience

Ordered a pair of boots online that were too big, refund policy is a ball ache and I should have read before ordering, you can't make exchanges or return in store - only option is to pay for the return (as if I didn't pay for delivery as well!)

Then, the company sent me some random children's clothes I've never seen before with a note saying they couldn't refund the boots because I sent back the wrong item?! Now I have neither the £70 pair of boots nor my refund, customer service say theres nothing they can do

Awful services, awful company, never shopping with them again - no wonder online retailers are killing off these high street dinosaur chains

I am still waiting for a delivery I ordered 10 days ago, stated as "two day delivery', it is now Christmas eve, and Hermes are stating its still in my local hub?, very little interaction from HOF and NO interaction from hermes.

I am now £100's of pounds out of pocket, with no money to replace Christmas presents.
I am absolutely disgusted, I have had orders from all over, and all have arrived in good time, so why can't HOF get it right? Is it because they are now sports direct?.
I will never use this company again, I wish I had read the many awful reviews first.
I am so upset, and beyond angry, disgusting experience all round

I returned a bag in April to house of Fraser as it came and it was quite a bit bigger than I thought it would be, I returned it 6 days after it arrived!
The package came with no instructions on how to send back but luckily I know someone who works for them so I asked advice on how to return and used the online help chat!
I secured and sent the parcel via the post office (which I had to pay for myself) and made sure to put in the order number, R number and reason for sending back,
6 weeks later I still have no refund not so much as an apology and the company have given zero help telling me it's not their problem (they said I should have tracked it) - if the parcel came with the correct return information maybe it would have stated it need tracking but I was unaware and have never had to pay for a return before never mind pay for tracking on top! Will not be purchasing from your company ever again

I ordered a bike for my son at a good price. They dispatched it with DX and they moved it between Northampton and Nottingham making no attempt to deliver it to my address. I raised this with customer service people on many occasions and they said they would resolve it, but they did not and this went on for over one month without delivery being attempted. They then cancelled my order without asking me and my 12 year old son is now left without a bike. They will not reinstate my order and I am unable to order another and certainly not at the price I paid.
Extremely disappointed in the service received

I received the product at a lower price than what you paid. I complaint it but they just apologies for it and refund. However, they should refund because I sent them price tag picture. Also, they are very slow to reply. Very poor customer service. I believe that manager will contact me to sort out the issue.

Placed order 9/3/22
Paid £12 for international shipping.
This is now 25/3/22 the order is apparently still at Heathrow Airport.
House of Fraser rep and Asendia uninterested and dissmissive.
Worst international delivery from UK vendor to date.
Wish I had read other reviews before ordering.

Really simple review. Avoid HOF. Do not buy from them, let them sink into bankruptcy.
I tried to return a top that I paid cash for. They offered a credit note. I didn't use a credit note to buy it so why is it they're happy to accept my cash but force me to buy from them with a credit note.
I'll tell you, because it's a con, a rip off, an opportunity to make sure they keep your cash. How is this even legal? When I demanded my cash back they simply said It's our policy. Oh yeah well my policy is to beat the $#*! out of people trying to rip me off. Let them sink in their own $#*!. Very few people in the ship on a Saturday I think says it all. Spread the word everyone HOF is a con. I hope they go bankrupt.

Placed an order on 14th march 2023, the order is still being processed despite they have taken payment, their complaint email or any other email does not exist, to try to get through on phone is a joke, going to get mu card provider to refund the amount because clearly they have no intention of sending the item

Appalling customer service. I ordered 2 pairs of trainers for correct sizing for my holiday. Ordered next day delivery so would arrive in time for holiday. A week later they arrived. The only way to contact customer service is by email. 2 days to respond. They were adamant after several emails they would only refund the difference between next day and standard delivery £5 and wouldn't provide a returns label ( which has cost me a further £4.99 upfront - not deducted from refund) Won't ever shop with them again.

What a disappointing experience. I have been a loyal customer for years. Since they changed ownership the customer service has become none existent. I bought an item and realised it so a wrong one as soon as my order was complete. So I tried my best to cancel my item including phoning at lest 10 times but no luck. Once the item arrived i went to store to return it but they do not accept any returns in store. So I paid for the postage to get the item and they I paid to post the item back. It is a mess of a company. You cannot get hold of anybody at their customer service team. Even though I posted my item I am doubtfully I actually going to get my £65 back. Honestly you get better chance to return items if you buy from a company in China than House of Frazer.

Ordered some trainers. They delivered to my address instead of my sons. Could not speak to any one it was always a bott which went around in circles with questions. Finally got through to some one on chat who obviously did not understand my concerns. Ended up paying for return, after several emails they thought I had not received my parcel and questioned the courier. Returned the trainers but still not received a refund and had to go through the same process again. Still not received refund. I will never use again.