863 House Of Fraser Reviews | houseoffraser.co.uk @ PissedConsumer

Jenny S Ldi |

South Benfleet, Essex

Frustration

Mar 28, 2024

Have been trying to contact Customer Service with a specific question without success. Absolute Rubbish

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User's recommendation: Don't bother trying. House of Fraser do not want to help you

Robert M Tsl |

Very bad experience

Mar 04, 2024

1.0

Ordered trousers online, which when delivered looked nothing like on their website and didn't match the description on there. When I contacted the customer service (via their chat), they were rather rude and immediately told me to send it back on my expense as they cannot cover return delivery for someone who changed their mind... When I asked to be transferred to the manager I was disconnected from the chat and got automated message to send an email... So basically, in their opinion it's perfectly fine for me to pay £4.99 to have delivered incorrect item and then another £4.99 to send it back, leaving me £10 out of pocket and actually nothing for it apart from bad experience and a lesson not to shop with HoF ever again!

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Preferred solution: Apology and free return.

User's recommendation: Stay well clear from them

Dieta E |

Birmingham, England

Delivery and Return charges

Feb 28, 2024

1.0

The delivery charges are outdated to say the least!!! £4.99 standard delivery, not even a cost threshold to AVOID DELIVERY CHARGES?? Most online retailers dont charge you for delivery if you spend over a certain amount?? NOT HOF!!! Plus if you need to return items, its another £4.99!!!Absolute joke.. I put a comment about this on Trustpolot, someone from HOF said to contact them through their website. I did, but when you search for complaints it gives you a drop down menu to select reason, then if your reason isnt there, then thats it.. if it is there, it just directs you to q&a??? What use is this?? So frustrating and unprofessional.. Im still waiting for a refund too!!! Ive even told all my friends not to order with them.. Even tried to request click and collect from store, but regardless of what you order they dont offer this?? AVOID ONLINE I SUGGEST poor poor poor

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User's recommendation: Avoid ordering online

Mark D Hyq

Mark D Hyq |

Inverness, Scotland

Tried to communicate regarding an order

Feb 29, 2024

1.0

Terrible service , cannot get hold of anyone via email or social media, Phone numbers I have found on line are either unavailable or ringing and ringing so frustrating. House of Fraser used to be my go to shop but not anymore , terrible on line experience they need a proper go to for when customers need help and need to speak to someone. Also they need to get there website updated poor service 1/10

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Pros:

Good brands

Cons:

Terrible website
Customer service does not exist with house of fraser

Preferred solution: Deliver product or service ordered

Featured

Natalia A Yyv |

House of FRAUD!

Sep 24, 2023

1.0

I had to return 5 items from my order. As soon as I submitted the return, I received an email, informing me that I was returning 1 item only with the reason that I never chose as an option for any of the returning items. The attached return label however was correct, so I asumed that the message in the email was a system error. Few days after posting a return I have received a refund for 1 item! What a coincidence! Tried to contact the customer service via chat. After waiting for 15 mins, chat was closed saying that I took too long to respond! Sent an email and got a responce that they can not overrule the warehouse decision, therefore I should accept only 1 item being refunded!!! Contacted them again, asking for investigation as to where the rest of the items gone, was told again that the person who received a delivery confirmed it was 1 item only. Sent several emails asking which warehouse was the return processed at, if they actually have opened a parcel and asking to check CCTV. Guess what? All my questiones remained unanswered. Every responce takes 5 days to a week. Asked for a customer service number, was told that it does not exist. After 4 weeks of exchanging emails back and forth, they finally asked for a proof of postage. Evry however already used the same tracking number for another delivery! It either seems that their staff are stealing and they are not doing anything about it or perhaps they are doing it on purpose, so they can just relist stuff on their website and sell it again. Double profit! They stole £185.00 worth of goods and trying to sweep it under the carpet! Is there a consumer rights lawyers of sort as they are clearly not planning on refunding my money?

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Loss:

$185

Preferred solution: Full refund

1 comment

Karolina M Gwq

Jan 19, 2024

Hello have tou been able to solve this? The same thing happened to me. They stole £550 like this from me refusing to refund me

Helpful

AB Bvi | |

Wirral, England

House of Fraser Refuses to Refund for Lost Returned Items

Jul 24, 2023

1.0

House of Fraser Refuses to Refund for Lost Returned Items

House of Fraser Refuses to Refund for Lost Returned Items - Image 2

House of Fraser Refuses to Refund for Lost Returned Items - Image 3

My recent experience with House of Fraser (HOF) has been nothing short of a nightmare. After ordering several items from their online store on 11/04/23, I received my package on 17/04/23. Disappointed with the quality & sizes of items, I decided to return some items as no longer needed. HOF accepted my return on 25/04/23. Here's where the real frustration began. The merchant had the audacity to insist on using their choice of a delivery company for the return shipment. HOF generated automatic returns label via Evri. After dropping off the return package on 25/04/23 and tracking it, I noticed that, the delivery company's tracking showed no updates from 27/04/23. I immediately contacted the merchant to inform them about the situation, hoping they would initiate a refund promptly. To my utter shock, House of Fraser refused to take responsibility for the lost returned items, placing the blame squarely on the delivery company. HOF conveniently brushed off the issue, disregarding the fact that it was their decision to use an unreliable courier that caused the problem. Not only did I lose my trust in their products, but I also lost my money for items I no longer possessed. It is beyond disappointing to deal with a merchant that shows such a complete lack of care for their customers. As a consumer, I expected the basic principle of fairness and accountability. The refusal to refund for lost returned items is a clear indication of their lack of professionalism and customer-centricity. A reputable merchant would have acknowledged the problem, taken immediate action to resolve the issue, and refunded the customer without hesitation. I strongly advise against doing business with House of Fraser. Their negligence in choosing a reliable delivery partner and their unwillingness to address the problem appropriately demonstrate a complete disregard for their customers. Save yourself the time, money, and frustration by seeking a more reputable and trustworthy merchant that values its customers and stands by its promises.

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Loss:

$649

Cons:

Terrible customer service and returns nightmare

Preferred solution: Full refund

User's recommendation: Avoid at all costs

1 comment

Guest-2456885

Dec 30, 2023

I’ve opened a complaint via PayPal, I’ve returned an item I’ve paid for , Wareshop2 limited HOF don’t want to refund me £48.99 !! No customer service number to call , I’ll never order from this company again !

Helpful

Karolina M Gwq

Stole £550 from me

Jan 19, 2024

I returned 15 items worth £550 6 weeks ago. Evri courier collected them. After 3 days Evri stopped posting any tracking and the parcel shows as in transit and not delivered. House of fraser is refusing to give me a refund, they are saying that their warehouse received parcel from me with 1 item from john lewis which o never sent them! They are saying that they never received the correct items from me and when i tell them that it shows as undelivered on evri they are lying its not true. Its impossible to speak to a normal human being over chat or email and there is no phone nimber to call. The customer service people are incompetent i reached out to them more than 50 times and they keep copy pasting the same templates saying they wont do anything to resolve this. Disgusting fraud scam company

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Loss:

$550

Preferred solution: Full refund

Kristina Mus

Iwant to return my order i tried to loging using...

Mar 11, 2024

Iwant to return my order i tried to loging using my details but its keeps showing me something went wrong

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Brian W Mdm

London, England

Abusive Assistant Manager in men's clothing,HOF Cabot Circus, Bristol

Nov 27, 2023

1.0

On 23/11/23 I tried to purchase 3 pairs of Happy Socks (normally £12/pair) on a 3 for £22 deal at Cabot's Circus HOF store in Bristol. At the till the assistant tried to charge me £32 saying that 2 of the 3 pairs of socks were priced at £10 each and not included in the offer, but the label on each pair was clearly marked £12, so all 3 pairs should have been included in the offer. I asked to speak to the Manager since it seemed that the 3 pairs should be included. The assistant manager came to the display stand and I pointed out the large sign detailing the 3 for £22 offer. He was very arrogant and said only the socks priced at £12 each were included. I pointed out that all the 3 pairs were labelled £12, and he then said that 2 of the pairs had been reduced to £10 each and were not included in the offer. I said there was nothing to indicate this, and felt that it was very misleading. He then became very defensive and reactive, and would not concede that he was wrong. I said that it was against Trade Descriptions to advertise an offer that was not honoured at the till. He then became abusive and told me and my wife (both in our 60's) to leave the store and not return. He called 2 large security guards to escort us out and called me an unrepeatable name!! Congratulations on excellent Customer Service and you can be sure that we will NEVER RETURN !!!

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Pros:

Good merchandise

Cons:

Arrogant and abusive customer service

Preferred solution: Apology

User's recommendation: Don't Trust HOF Offers. Shop elsewhere.

Resolved

Andy M Msi

Andy M Msi |

Greenhithe, England

Resolved: No customer services

Nov 29, 2023

Updated by user Dec 14, 2023

Company fixed the issue and I have been provided with apology. Eventually (2 weeks later) they refunded.

Original review Nov 29, 2023

House of Fraser is operating fraudulently. Beware anyone using their website that there is no one that you can contact either by live chat (been removed), email (no one answers/replies) or web form (doesn't exist). PLEASE EVERYONE don't be fooled by their high street presence, their online offering is completely fraudulent. Do yourself a favour by switching to NEXT. They have lot of the same brands and will deliver 100% on what you order. HoF will take your money and run to the hills.

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Loss:

$400

Cons:

No customer services instead they use chat bots

Preferred solution: Full refund

User's recommendation: Avoid spending any money with House of Fraser (House of Fraud)

Resolved

Marcin Kji

Birmingham, England

Resolved: Awful

Dec 02, 2023

3.0

Updated by user Dec 09, 2023

Company fixed the issue and I have been provided with apology. Sorted

Original review Dec 02, 2023

I bought pair of trainers worth just shy of £400 I received a different pair of trainers in the same size ... I tried emailing and connecting through Facebook messenger as they don't have a phone number to speak to anyone very bizarre to be honest Anyway I resorted to sending the item back which cost me 4.99 for they're mistake, with a note attached so here's hoping I will be refunded I won't ever shop at house of frasers again as this was a Christmas present and now I'm left in limbo and out alot of money I will take this to court if I do not get my money back as it seems this company is robbing people!

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User's recommendation: Avoid

Anonymous

Guest-5565594

North Shields, England

They do not refund

Jan 26, 2024

1.0

I returned over £200 worth of clothing to House of Fraser via their website, they have not refunded me. There is no phone number, their customer service email bounced back as undelivered. They do not respond to messages via Facebook the only way you can get in touch. I strongly advise you not to buy anything from this company.

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User's recommendation: Do not go near

Anonymous

Guest-5558735

Torquay, Torbay

Cannot contact customer services either by phone , e,mail etc

Jan 24, 2024

1.0

returns unable to return goods through their portal do not use house of Fraser absolutely abysmal.Absolute nightmare

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User's recommendation: do not buy anything from house of fraser

Anonymous

Guest-5290321

Belfast, Belfast

Security tag left on item

Nov 05, 2023

Security tag not remove from £99 biba jacket - dont want to pay ridiculous parking charge to return and have removed

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Anonymous

Guest-5237169

Rome, Rome

Purchased faulty goods.

Oct 20, 2023

House Of Fraser - Purchased faulty goods. - Image 2

Purchased matching kettle and toaster kettle failed never boiled the first cup of water. Returned the next day. I could have a refund for the kettle credit note for the toaster has it wasnt faulty (dont know never used). Never even returned the price of the bags.Customer service at its finest??? So now we have to purchase another matching kettle and toaster whilst HF hang on to my £54.0

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User's recommendation: Be careful when buying matching goods

Amadeo Yli

Nottingham, Nottingham

Avoid like the plague

Nov 26, 2023

1.0

I ordered some Wedgewood china as a gift at the end of October. It arrived smashed to pieces. After arranging a return they never happened I have been going around in circles since 2 Nov to return it and get a refund. Ive been asked to send photos which Ive done. Im constantly chasing for them to arrange a return and today was the icing on the cake - I was told I can do this myself by following 3 simple steps. What an utterly ridiculous farce with a bunch of incompetent idiots.

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User's recommendation: Do not use

2 comments

Rashmi Pdq

Dec 05, 2023

I've just received smashed wine glasses I ordered. Round and round on the chat bot with no solution.

Resorted to using online email - gawd knows if I will get a reply! Happy Christmas!

Helpful

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Contact Information

Website:

www.houseoffraser.co.uk

Mailing Address:

27 Baker Street

London, England W1U 3

United Kingdom

Contact House Of Fraser Customer Service

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House Of Fraser

House Of Fraser Overview

Media from reviews

Top House Of Fraser Reviews

"Extremely poor service"

"Very bad experience"

Frustration

Very bad experience

Delivery and Return charges

Tried to communicate regarding an order

House of FRAUD!

House of Fraser Refuses to Refund for Lost Returned Items

Stole £550 from me

Iwant to return my order i tried to loging using...

Abusive Assistant Manager in men's clothing,HOF Cabot Circus, Bristol

Resolved: No customer services

Resolved: Awful

They do not refund

Cannot contact customer services either by phone , e,mail etc

Security tag left on item

Purchased faulty goods.

Avoid like the plague

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