House of FraserReviews 213

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 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 bought something and am unable to cancel the order or return it. There is customer service on the website only chat is available and they are miserable not helpful. Mistakenly the postcode provided is wrong and am unable to cancel or change the address. Customer service told me we can't help

As the House of Fraser was closing down in Leamington, they refused to give me a refund. I had to have a voucher instead. When I tried to spend it few weeks later in Solihull, they said it has been spent already. The company gave the same refund code to more than one customer. No customer service at all. They basically stole my money. I feel hurt and lied to. Thieves

I've placed and paid for two Express next day deliveries both of which haven't been delivered. One is now 8 days overdue and the other is apparently "late". Their customer service is pretty useless and doesn't seem to care. Won't be ordering again

As a online clothing store. Free refunds are a must, When ordering clothes that you are unsure of what size will fit, free refunds make it easy to purchase with ease as all other clothing sites provide. There is also no option to cancel an order. The customer support is as useful as a brickwall

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.

The most horrible customer care ever.
While ago received shoes, that looked used. The offered me a refund but I never received because they said I did not contact them in time and should have contacted them on different channels. I have contacted them many times by mail and chat. And 90% of the times I did not receive a mail back. After a while I only receive a mail that the case is closed. The chat agents aren't helpful as well, they keep repeating the same thing, that I should've contacted them sooner (while I did) and telling me the time frame passed in which it could be solved, while it is their fault.

Be warned: they don't refund your money. I've been waiting since 28.01.2022 for refund and am still told they are looking for my return in warehouse! I have return correctly, have tracking. My retern is lost in House of Fraser warehouse!

I bought from them and next day I got empty boxes. Customer service team very unhelpful! They said they check the weight at the time of sending and everything was fine!

Next day delivery!
It would help if items you ordered turned up for the next day delivery I paid for.
But all good as far nice people at House of Fraser are concerned they just refunded me the whole £3 a week later that I have already paid extra to compensate me for any inconvenience and service not provided! The reason I paid extra on my delivery order was I actually wanted it for the next day! This is now the second time this as happened, so needless to say I wont use them again!
No apology just said they would refund £3! I had just spent over £150 with you and that is the thanks you get!
As said in other reviews avoid at all costs and hopefully they will find themselves in a similar predicament to the Top Shops etc of this world!

Bought boots online as present, didn't fit and could only get refund by paying to post back, if returned to store they would only give credit note, same as Sports Direct! Not good for a higher end retailer, Mike Ashleigh really wants to keep your money by making it as hard as possible to get a refund!

Awful & The Worst Customer Service Ever! AVOID!

They should be given 0 (zero) star!

Avoid HOF at all cost. Ordered a couple of items before Christmas, received one wrong item and one damaged / used - absolutely disgusting! Customer service is Non-Existent. No replies, unable to talk to anyone. Items sent back but still no refund. Will never buy anything from them again!

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.

Now House of Fraser is owned by the scum known as Mike Ashley, they no longer give refunds on unwanted items such as Christmas Gifts. Instead they will only give a credit note or exchange, no matter what the value. I purchased a MK handbag as a gift for 240 pounds, which I then had to return and they offered me a credit note. What the hell do I want a 240 pound credit note for.

Refusing to refund missing items on an order placed on click and collect. Their customer services had changed their story several times for them not to refund money not even cctv proof of collection for the missing items.

Avoid this company like the plague, the worst company ive ever had the misfortune to deal with, order 1 week late still can not get a update, also the courier service Hermes is a complete shambles can not contact them for a update im disgusted AVOID AVOID,

Bought an item in Manchester and I can't return it in Leeds. You can't phone customer service, there is no online chat and you can't email customer service without an order number, so surely someone in store would help! No!. It is in their policies, but I also won't get a cash refund. So I have to drive back to Manchester for a credit note to spend in a shop I never want to go in again. Leeds ‘manager' was horrible and stood over me, ignoring personal space let alone social distancing and was so unhelpful and obstructive. Urgh! AVOID if you like customer service, a shame as I spend a lot in the shop…. Sorry I did.