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House Of Fraser Reviews

3.0 Rating 7,445 Reviews

46 %

of reviewers recommend House Of Fraser

Company Reviews

3.0

Based on 7,445 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 16th November 2023

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House Of Fraser 1 star review on 11th November 2023

House Of Fraser 1 star review on 26th October 2023

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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

“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 20 hours 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 3 days 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 1 week 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 3 weeks ago

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

Posted 3 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 3 weeks ago

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

Posted 3 weeks 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 4 weeks 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 1 month 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 1 month 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 1 month ago

“THEY stole £12,940 that was mine. Despite tracking indicating they have never delivered those things and they have been in route for six weeks, they lie about never having received the eighteen items I returned, totaling £12940. It's impossible to talk to anyone there since their staff members are liars that spread false information. stole £12940 from me. I reported them to the FCA, and after they filed a fraudulent case against them, I was able to obtain KEZOOK A FIRMS THAT AIDED ME IN GETTING MY MONEY BACK. USE KEZOOK.COM TO CONTACT THEM IF YOU ARE A VICTIM. REMEMBER TO BE SAFE OUT THERE”

Posted 1 month ago

“It is the worst company to deal in fact you can’t even deal as they don’t have contact number. Automated webchat is very limited as it is not human. I returned some items nearly two months ago and received email for conforming that they have my returns but I haven’t received the refund to Fraser plus account. I have been trying different way of contacting them but no hope.”

Posted 2 months ago

“By far the single worst customer experience from any shop I've ever had in my life. In October I received my deliver, it was supposed to be two items... however I missed the driver by 2 seconds and as soon as I picked up the parcel from my front door realised that it was twisted at the top and already opened. I looked inside and no delivery note and 1 of my items was missing - a pair of jeans.  Since then I have emailed back and forth with House of Frasers "customer service" team. I'm sure most of them are bots, most replies make no sense. Once they said they have completed their investigation and happy that Evri delivered the item ok and my "claim" was not successful. Most the time they reply to my detailed emails, including photos, evidence, full details etc after many weeks saying "can you confirm you are the account holder" even though I soon learnt you have to put that in every email.  I've had other replies that just say rubbish like "Our customer always comes first and we have done everything necessary to find a solution as soon as possible. Please contact me for any information you need.". What exactly have they done?!  More than 3 months I have been going back and forwards out of pure principal. How can you order something, it arrive open and missing, immediately contact the company and yet 3 months down the line still be going round in circles with the worlds worst customer service? Truly shocking. I will happily provide many examples of all the email chains.  Often they reply saying I need to confirm my name and order number, even though it's clearly written in every email I send to them. And I have to wait weeks for that. Then when I re-send it they reply with other nonsense like "another member of staff is already looking at this". 3 months of going round in circles!! Unfortunately it's got to the stage of me having to consult with my Lawyer, this should not be allowed to happen.”

Posted 2 months ago

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House Of Fraser is rated 3.0 based on 7,445 reviews