House of Fraser

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.

The real metal of a business is tested when things go wrong and this is a business made of straw. The staff and systems at HOF seem to conspire together to give one of the poorest customer service experiences Ive encountered online. Rude call centre staff based in a non English speaking country, glacially slow refunds and a cant do attitude across the board. Do yourself a favour and keep scrolling if you find yourself tempted to buy here online. No wonder their financial results are so poor and unless they wake up to themselves theyre heading for worse - my view of spending my hard earned cash with them -NEVER AGAIN!

House of Fraser shipped me the wrong item. It wasn't easy to get them to respond to my issue, took over a week and multiple attempts via website, email,Facebook and Instagram to finally get someone to connect with me.
To address THEIR mistake, they requested me to ship their "wrong" product back to them (and sent me the message that l have to be patient as during busy season it can be 14 days for them to process it). They refused to reimburse or ship me the right product before they will process my Return.
Negative experience on my end, business needs are prioritized over their customers; business doesn't properly address their mistakes. I pretty much just paid them money for a product l didn't want.

I was sent an incorrect item which I returned paying the postage needed.

I correctly completed all the required paperwork.

I was then amazed to have the item re delivered because House of Fraser cannot trace the item.

I was told to provide the correct invoice/order number which I had.

The problem is that the order recites the reference number of the item I want and ordered but the dress they delivered has a different stock number.

You cannot phone and speak to anyone and the chatbot does not cover such an eventuality.

I cannot return the item again for a refund because HOF cannot trace it.

I am effectively being called a liar and by the time they sort this out the time for return will be passed.

I have complained by email and gone to Resolve... a huge amount of stress and inconvenience when the fault lies entirely with HOF.

My advice is to never order from this company and I will not do so again.

I've ordered by house of Fraser since 28th of April and still showing like my order is "awaiting courier to pick up ", I've been trying to contact them since then but no reply (and you can't find any phone number) I've been so stressful as I've spend £235 on this order. Now I'm so tired and just want my money back and I'll never order by house of Fraser again. Don't waste your money as they'll not refund you or send what you're meant to receive. At16th of May I made a compalin and they wrote back:"you'll receive your order in next 10 days " but still nothing..

Wrong item sent... no issue, i get mistakes happen.
Trying to get items refunded/replaced is a nightmare.
Firstly only a chat bot wheich a massive wait time to speak to someone. That someone is obviously fielding many people at once: when they do finally chat to you, its 5 minutes to respond. Makes a very long drawn out conversation.
Wont refund or replace the goods until they recieve the origionals. I understand the reasons here too.
But sadly the courier has been booked on multiple occasions and each time does not show.
So im stuck in limbo with no refund or exchange as no one will collect the goods. And sadly no one seems to care.
So looks like im stuck with the wrong item and no refund.
Grrrrrrrrrrrrrrrr to say the least!

Only one of the 5 items was delivered in my order.
I filled it the contact form as the live chat wasn't working at all.
I waited for many days but there was no update and no one bother to reply to me until I got Resolver involved.
After nearly a month, HOF was finally willing to declare the items were lost by Evri and a refund was processed. However, they refused to refund the delivery cost, no matter how I explained to them that it's not fair to me in numerous emails.
That only item I received was the cheapest item in my order and it's no use to me without the rest of my order.
Not only I had to pay the delivery for a failure delivery, but also to pay another £4.99 to return that items.
HOF customer team were the worst I had encountered. The whole experience was time consuming and stressful, paying £10 for nothing but stress and frustrations!
I won't shop with HOF again and I won't advise anyone to do so.

Ordered clothes on line as nearest store is over 100 miles away. Didn't know I had to pay postage but thought, this is the last time as they never used to. So a one off, £4.99. Got the parcel, no returns label, no invoice. Items did not fit. No printer to print out label so asked but no one to speak to. Thinking one would not come to me, I drove to store and instore was told they now do not take reurns to refund money. Over £170 between the 2 items. Only exchanges instore but didn't want to throw money away on what i didn't want. Came home and finally got return label only to find out I had to pay to return too! Took parcel to P. O. and was told to send safely to insure it it would cost £8 to send to them. Unbelievable. I hope this store rots. People wise up. We're just pawns to line their greedy pockets. Abominable way to treat the public.

I made an order from their website. I payed with paypal.
I never received any confirmation but i can see that the payment is pending on paypal. I contacted them and they said i didn't make any order. I contacted paypal and they said they can't release the money that are holding (my paypal balance), only the merchant can capture the amount or release it. That means i have to wait 30 days for paypal to release the money. I spoke so many times with house of fraser. Gave them the id transaction etc. THey say the same thing! We have no order from you. So i have to wait 30 days for automatically be released from paypal. The people on their chat couldn't care less they even kicked me out when they didn't want to talk to me anymore.

I have ordered twice and paid more than seven hundred pounds. Some of the products are small and need refund. Not mentioned that refunds/returns are paid too. Trying to contact customer services but no reply to emails and no number to contact. Very poor service and unable to contact. WILL NEVER DO SHOPPING FROM THEM. Please be aware. Similar discounts available at other shops with easy returns/refunds and BETTER customer service.

Sadly I received an item in November 2020 which was not what I ordered. I was told that if I returned it I would receive a refund for the item and a refund for the cost of posting the item back to them. Sadly my postage has never been refunded. I was promised that a cheque was sent to me week commencing 7th December, it never arrived. I was promised a replacement cheque week commencing 5th January but that did not arrive. Customer services then confirmed a BACS request on 9th February but that money has not been received by me either. Please can someone refund me the cost of postage that I had to pay through no fault of my own. I've private messaged them on Facebook and emailed them a total of 22 times and 3 months later they have admitted that I'm due a refund but seemingly unable to give it.

I returned some trousers back to HOF and for some reason, someone must have made a mistake in the warehouse, and mixed up two different returns. Because I received some random bag that isn't HOF and isn't mine, back to me in my own packaging (which means they received my trousers and have them somewhere). Now they're saying they won't give me a refund because what I returned isn't from HOF but IT IS, THEY JUST LOST IT. Surely they should be able to find this somewhere and should be able to investigate with the warehouse? I can't even speak to the courier because the mistake was made by HOF at the warehouse after they received my item. What a mess. I will never again order anything from HOF and will always tell anyone to stay away. I can't believe they get to keep my trousers and my money. People on chat were user unhelpful and just ignored me. What a disgrace of a company.

I received 21 letters from Matthew from the senior advisor! 2 months of correspondence! Are you seriously? Return my money! I paid for express delivery, this product is no longer relevant to me.

Failed to send entire order on two separate occasions, then refused to issue refund. Stealing my money. They are thieves. Do not shop them, they will rip you off.

AVOID AT ALL COSTS.

On the 10th of March I had order two pair of trousers, which were dispatched on the 13th of March. They were lost somewhere on the way and House of Fraser is refusing to return my money, even though they charged me £4.99 for delivery.
They use Hermes as a delivery company, which is the least reliable courier in the UK.
This is what its written on Hermes website:
"
11:08 - Sat Mar 13
We're sorry your parcel has been delayed, we'll have it on the move in the next 24 hours"

And since then nothing.
Moreover, I have received the worst customer service from House of Fraser. They don't want to refund my money saying that they are waiting for Hermes to act upon.

I purchased 2 Michael Kors purses, 1 Pink, 1 Black not a cheap buy, on same order same day, the black one arrived no box just a plastic bag, next day the Pink arrived in a beautiful Michael Kors box.I went on chat 20 mins they cut me off, went back on chat after 14 mins they asked did I receive the purses,YES, I did but as both purses were for sisters, how can I hand one in a box & one in a plastics bag? All I wanted was the box sent, Not Possible I received the purses end of, is this what House of Fraser has become? I spend a lot of money with HOF, customer services is diabolical, you can't phone, it's chat/ email, these were purchased online & no one can assist with the problem, you've paid so what's your problem‍ is the attitude, I will think carefully when doing my shopping in future as there is NO after sales service, thinking of all the other giants that have fallen already, HOF is not listening. Oh & I was charged p&p on both but ordered together? Soo upset & Angry

I bought few items, I was pretty sure that the website which selling things worth few hundreds pounds is worth to trust. I WAS WRONG as never before!
The courier left my parcel with my neighbour, she was going away so she left it anyway the front of my door. I haven't received anything, after 4 days the other neighbour brought me my parcel and there was missing 2 things (worth £36.50). I've had many conversations and... they said that there is no chances for refund. All what I can do is to contact Police...
UNBELIEVEABLE. I'LL NEVER EVER BUY ANYTHING from this shop! It's disgusting how they treat their customers. Expensive shop, cheap treatment. I'VE LOST MY MONEY.: [