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House Of Fraser Reviews

3.0 Rating 7,448 Reviews

46 %

of reviewers recommend House Of Fraser

Company Reviews

3.0

Based on 7,448 reviews


Customer Service
Customer Service	1.2 out of 5
Returns & Refunds
Returns Process	Could Be Better

Read House Of Fraser Reviews

About House Of Fraser:

We are the leading, national premium department store group in the UK and Ireland trading principally under the iconic House of Fraser brand name through a portfolio of 62 well-invested stores as well as through our rapidly growing web-store, www.houseoffraser.co.uk. The House of Fraser brand is differentiated from other department store groups in the UK by our 160 year history in the UK retail market, our wide geographic reach (across the UK and on-line), our broad range of high quality premium branded merchandise offered at attractive prices, our increasing exclusive House Brand offering and our commitment to providing an imaginative, exciting and relevant shopping experience to our customers.

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Email:

cs@houseoffraser.co.uk

Location:

House of Fraser Unit D Brook Park East Shirebrook
NG20 8RY

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House Of Fraser 1 star review on 27th November 2023

House Of Fraser 1 star review on 16th November 2023

House Of Fraser 1 star review on 11th November 2023

House Of Fraser 1 star review on 11th November 2023

House Of Fraser 1 star review on 26th October 2023

Stuart Callaghan

House Of Fraser 1 star review on 26th October 2023

Stuart Callaghan

House Of Fraser 1 star review on 24th October 2023

66

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Oscar for the attitude of the House and Evri customer service staff !! Evri does not simply deliver the goods, but goes out of their way to fool you that they have done so. Even Initiates "investigations " but of course without any results and explanations. House of Fraser, who shamelessly try to prove that the goods are no longer available, when in fact they are. Complaints are completely ignored and ANY contact is absolutely useless as the staff's confidence in their own impunity is absolute . This means that the level of neglect is indeed "neglect worthy". I have submitted a report to Trading Standards. But I am convinced that the best medicine is the buyers themselves. If you value your time and your nerves, do not buy from House of Fraser! There are so many other wonderful shops to spend your money ! And most importantly, they value their customers as well as their business name and therefore the long-term success of the company.”

Posted 1 day ago

“Charged full price for items that never arrived. Request for refund rejected. Appalling behaviour and HOF have lost a loyal customer.”

Posted 6 days ago

“Absolutely shocking customer service. Wouldn’t waste your time ordering with them. I placed a £150 order for trainers that arrived wrong a child’s random pair, I understand this can happen so asked if a new pair could be sent and I return the order. As I also paid £9.99 shipping to receive next day. The team have told me to go out of my way return the order wait 14 days for an exchange for the pair I paid for. As a goodwill gesture would give me a free next day delivery code, yet not refund what I paid. Worst customer service I’ve ever had and will NEVER order from them again. £150 will now go to a company that actually can provide a service. Spoke to Aiman on chat who didn’t show any care and cut me off because he couldn’t be bothered to deal with the complaint.”

Posted 6 days ago

“Please dont spend money here. Really bad customer service. Worst company ever. Won’t recommend them and will never deal with them again. Rubbish”

Posted 1 week ago

“I ordered a bag on the 8th April next day delivery, still haven’t received the bag. Initially they were apologetic and said they will send it Wednesday 10th April but since then radio silence. I have contacted them via the website and they have been dismissive and very eager for me to cancel my order. Email communication is abysmal, I get it takes 2 days but they don’t respond to all your queries in your email it seems auto generated and at the end of all of it NO RESOLUTION.”

Posted 1 week ago

“The delivery was not done, no reason provided for that. The refound of money was only for purchase items and not also for delivery that has not been made(10£ charged). I don't recommend this online store.”

Posted 2 weeks ago

“Feel let down with this company no refunds if you have made a mistake in choosing the wrong colour to match a,wedding outfit. Returned sandals to store and could only get a credit note ordered some more sandals paying £4.99 to collect from store and as these too wasn't a match for said outfit returned to house of fraser paying another £4.99 so I still haven't the shoes I need but out of pocket by nearly £10... very bad shopping experience.”

Posted 4 weeks ago

“Cannot get to return items as not accepting order number or email address”

Posted 4 weeks ago

“Worst online shopping experience from them. Ordered four items and only received one which is collected from local HOF store, contact the webchat customer service maybe just a robot, been told the orders all been sent out with separate parcels(which i know that they did informed me by email says the orders will be processing separately,but not mentioned will be sent out with separate parcels ). I told them that store staff only gave me one parcel and that it is the one was processed first, I don't receive any other update about the rest of my order wether is being processing or not. Plus the order are delivered to their Local store not to my address, it's that not clear enough ? Anyway, the rest are like most of you said .....the customer service keep playing circles and asking you to wait with no time limit for them to investigate. well, how could them asked me to wait instead resend the order out as them charged me full payment of the cost for the orders, even if they did posted both parcels, Then, my parcel is missing from their local store who signed, are HOF Accusing their store staff has stolen one of my parcel or the parcel never been processed and send out, HOF are good play guessing and waiting games. They never intend to solve the issue for customers first, mostly, they think and put theirs benefits beyond all the customer. They are modern 21st century thiefs . Avoid!Avoid!Avoid!”

Posted 1 month ago

“terrible and stay away I wish HOF would go out o business and they are causing misery to so many people”

Posted 1 month ago

“HOF40000081894392 By far the worst customer service I have ever experienced. I have been wrongfully accused of wearing a coat, as only tried on for size!! I bought two sizes. Sent both back as unsuitable, now no refund on on the one item! ABSOLUTLY DISGUSTED with house of frazer. Will never use them again. They have stolen my money off me. Financial Ombudsman will be contacted.”

Posted 1 month ago

“Do not trust them. Read Their Facebook reviews. They sent me wrong order and refused to give refund. Useless customer service, moreover they called House of fraud Now.”

Posted 1 month ago

“House of Fraser customer service is appalling. My case was simple to sort out and was linked with their lack of clarity. I got only empty answers and same questions again and again. Then nobody answered me anymore. I couldn't be in touch through chat with a human being who could have assisted me directly. Orders and refunds are not free and they ask to send back one by one the item and to pay £4.99 for each. More over one item was not the one ordered. They didn't sort out this one either. Best advice: avoid HOF!!! Some many bad reviews. They don't seem to care.”

Posted 1 month ago

“Somehow got duped into paying both delivery and returns. The delivery and especially the returns information isn’t clear or easy to access. You’re lured into buying something as it appears so cheap…Don’t do it!”

Posted 1 month ago

“I recently had an incredibly frustrating experience with House of Fraser's customer service team that compelled me to write this review. Despite numerous attempts to resolve a simple issue regarding a refund for an order I placed, I was met with a barrage of redundant questions and requests for information that had already been provided multiple times. It seemed like there was a severe lack of communication within their support team, as each representative I spoke to appeared oblivious to the history of my case. Furthermore, the delay in processing my refund was unacceptable. Despite returning items promptly and providing all necessary documentation, including proof of delivery, I found myself repeatedly reaching out for updates, only to be met with vague promises of investigation and further delays. The lack of accountability and ownership demonstrated by House of Fraser's customer service team was truly disappointing. Instead of proactively addressing the issue and providing a satisfactory resolution, they seemed content with passing the buck and offering empty apologies. As a long-time customer who has consistently spent significant amounts of money with House of Fraser, I expected better treatment and a more efficient resolution process. Unfortunately, my experience has left me reluctant to continue supporting a company that fails to prioritize customer satisfaction. In conclusion, I would caution anyone considering shopping with House of Fraser to be wary of their customer service standards. Based on my experience, I cannot in good faith recommend them as a reliable retailer, and I will be taking my business elsewhere in the future.”

Posted 1 month ago

“What a rip off. Ordered aftershave last December. Still not delivered, in spite of numerous enquiries by me. Customer contact line useless. Don’t waste your money on these scammers.”

Posted 1 month ago

“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.”

Posted 1 month ago

“The website lists a lot of products at superficially attractive prices, but the whole operation is a simple fraud, which openly breaks UK consumer law, charges you for orders they never deliver, refuses to grant refunds and provides zero customer service. If anything goes wrong with your order, or you want to return it, or if you are just plain unlucky, you will never get your product and will lose your money. If you look up the recent change of ownership, all will make sense. This bears not resemblance to the once-illustrious UK department store.”

Posted 2 months ago

“HOF ought to be ashamed of themselves! I too am another countless one on your long list of customers who are doing battle with you, trying to get a refund for an item that was never sent! Customer services are useless, and it seems your warehouse dealers are not liars, just the customers!! They’ve already told me my case is closed!! If you were a John Lewis, you would get refunds, no questions asked! But like everyone else is saying, you a just a bunch of thieves! Without your “customers” you won’t even operate! Even the CEO blocks all emails! Nobody working there wants to know about customer complaints!”

Posted 2 months ago

“THEY took £900 from me. I have returned ten things totaling £900, and they are lying to me about getting something else and never getting those items, even though their tracking indicates they have been in transit for nine weeks and have never been delivered. I am unable to contact anyone at their phone number or via mail. I will not be able to receive my money back unless I contact FCA via email (fcamoneyrecsplace @gmail. com) in order to submit a fraudulent complaint against them. If you are a victim like me, file your fraudulent lawsuit against them at FCA (fcamoneyrecsplace @gmail. com). THEY WILL SURELY GET BACK WHAT IS YOURS FOR YOU”

Posted 2 months ago

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House Of Fraser is rated 3.0 based on 7,448 reviews