House of Fraser

Absolutely dreadful customer service. As far as the staff are concerned, in all areas, Customer Service Glasgow, the store in Altrincham Cheshire and Head Office, feel that they are right and never the customer.
As the Altrincham store was empty of customers this week, perhaps the staff would prefer to be signing on when it shuts down instead of dealing with customer issue.
On calling the call centre, despite the individual that I spoke to asking me no less than 6 times which store I had been to, he still managed to put Chichester instead of Altrincham - not even remotely similar and a complete waste of a call. He definitley should not be emplyed in customer care.
Will not shop at HOF again as I do not need the stress and lack of care.

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.

I will be involving my lawyers with House of Fraser they have stayed with £1,600 purchase and they keep on passing you to different named Customer Service. Do not purchase! Be Careful!
BAD BAD BAD NEWS!

Be aware if you need to return anything it is a nightmare, can't use the returns portal for the returns label and QR code, tried several times. Impossible to speak with any one, all automated response. Shocking service and by looking on Facebook, trustpilot and twitter many others have the same issue. AVOID THIS STORE AT ALL COST ITS GONE RIGHT DOWN HILL SINCE SPORTS DIRECT JOEY TOOK IT OVER!

Terrible. You have to pay extra £5 (£4.99, they just save you a penny. Ridiculous) for items that could not be even displayed online properly or if it is a wrong size.

Customer service terrible. Selling items with images of stock they don't even hold. And put in the tiny text to say they can send any other item. But not the item you ordered. Will never use again

Poor poor poor, no assistance in store if ordered online. The website puts wrong items into my basket. I discovered once I went to pick up instore. Staff limited and fed up. No assistance in resolving the issues the brand created. Redirected to online assistance customer services. Spoke to Dayang sending all videos of fault and fact I was sent wrong item even though it displayed exact item in order, with wrong description. She failed to understand was incompetent did not sort my problem. Told me send it back and pay for postage. Lack emphatic and it's frustrating as the online experience was awful and put me off shopping online for ever. House of Fraser do not deserve to have clients. When running a sham of a store it's a
Mess have not respect or consideration when customers are purchasing as was needed for an event. I will be sending all items back for a full refund. Do not spend your money in this store and they need their staff to train in customer services and rapport. It's a disgrace and ashame. When I sent Dayang the video of the fault in their online page she still did not understand my query and was unable to resolve. As you can see I put the mid wash into basket and it selects black/blue but still has the mid wash misleading me that I am purchasing required item. This was discovered one I picked up. I sent the video to ensure they understood my query and when she first responded she did not even make sense in her communications. Attached below. This is the rubbish that has to be dealt with and customer online shopping experience down the drain. Brands like this ruin industries.

Over a month after I returned goods ordered on line - two of which were delivered faulty and damaged - I am still awaiting a refund. I have spoken to numerous customer service agents, including two senior members of the "customer care" team, sent proof of postage (twice) as there seems to be no record of my returns having been received back into the warehouse, and a copy of my returns slip showing which items I returned and why (again twice), sent many emails, most of which have not been responded to, all to no avail. I have spent hours on this and might as well have been banging my head against a brick wall. Nobody has yet given me a reason why my refund has failed to materialise, and everyone I have spoken to has given me different information about its progress through the system. I have been promised call-backs, which have not been made. The last communication I received from them informed me that the matter was being referred to higher management, but I have no faith in this at all, as I received an identical email two weeks ago and heard nothing more.

It is now 34 days since I returned the items, and I am still no further forward. The incompetence of the customer service team is beyond belief, and the treatment I have received overall is nothing short of a disgrace. I do 99% of my shopping online, and I have never encountered anything like this before. I will never buy from House of Fraser again, but will stick with stores I can trust, like John Lewis.

I feel defrauded, and my next step will be to take legal action to have my money returned.

I bought a blazer from House of Fraser which arrived faulty as the lining had a tear in it. I packed the item to return it, but could not believe having ALREADY paid for delivery, you also have to pay for the postage costs to return it ON TOP! What online store does that in 2020?! At the very least if you have paid for shipping they should offer a free returns service. Nowhere is it made clear when you make an order that you are responsible for the return postage.

Having looked at the returns section, the website clearly states they will refund your return postage costs if the item is faulty. I emailed them to do this and received an automated reply by a bot. They clearly didn't even read my email. There has been no reply to my second email.

What kind of department store of this stature behaves like this?! Selfridges in comparison has an amazing customer service. I will never buy anything from HOF again. It might only be a small amount in postage cost but it is still money the customer has spent to return a faulty item for which they should be reimbursed. If they retain this behaviour with unhappy customers shopping elsewhere they have no one to blame but themselves if they go bust.

Visited the store to return a faulty chain I had bought from Hobbs for my daughter's birthday. Received the most diabolical treatment who claimed to be the Store Manager there (she also claimed to be a lawyer). She abused her power, calling security on myself and my sister to be removed, I was aghast and security did not remove us as there was nothing to be removed for, they too where somewhat confused. She caused an extreme spectacle of herself in front of her staff too. As a life long shopper who spend good money at HoF it sure has changed. This was all to do with an exchange for a faulty chain but when I saw her behaviour I did not want that store to have my hard earned money. As we could not be removed, she decided to get more spiteful and said I could not have the full refund and replaced the broken chain and a receipt for less money than I had paid for it. Despite having my statement as proof of payment. She clearly was clueless as to the law and sales of good act when it comes to faulty goods.

However, good did transpire, I was able to go to another branch of Hobbs, explained what happened to a wonderful Store manager. Full refund, she did not even ask to see my bank statement.

Avoid this branch at all cost, this woman is vile.

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!

Become a complete joke since sport direct took over, half my order was missing and it was not shipped separately. Then they say they look into it and never get back to me again,

VERY HORRIBLE EXPERIENCE SCAMMERS. I made an order back in September the money was taken from my bank account to theirs and the order was cancelled because they told me that they did not have the stock available. I have been sending emails since then and they always keep asking me the same questions over and over again ( WASTING BOTH OUR TIMES). Their final email was that they will not refund me because they cannot find the transaction!

We recently ordered Christmas presents from House of Fraser. Big mistake! Yesterday evening our parcel was delivered, according to the courier, only it wasn't. Cue enquiries with HoF customer services, only to find there isn't any. No phone number. Just an e-mail, that sends you back the tracking information you already know is incorrect. My wife got on a chat with HoF this afternoon. When they realised we were challenging the fact the parcel hadn't been delivered they ended the chat!

This afternoon we have ourselves managed to track down our parcel. No thanks to House of Fraser! We were forced to walk our neighbourhood looking for the door as shown in the couriers ‘proof of delivery'. We eventually found it and recovered our parcel from 32, whereas we live at 132. Why? Because House of Fraser incompetently printed half the delivery label, so that the ‘1' of ‘132' was missing!

These were our Christmas presents. Yet House of Fraser did nothing whatsoever to help us, even though the problem was entirely their fault! House of Fraser does not have customer service of any sort and is a disgraceful organisation. No-one should have to deal with this awful treatment at Christmas. House of Fraser should be ashamed of themselves, although I'm sure they won't care a jot.

We certainly will never buy a thing from House of Fraser ever again and I'd advice you to do likewise. Choose a happy life instead!

Order from conpanies whereby return postage is payable but seems ive been totally misled by their advertsing as not obly do you pay £4.99 devllivery fee to get your items you also pay £4.99 to return your items!

Its diabolical and im fuming at their lack of undrrstanding im paying twice for items that do not fit as advertsised