House of Fraser Recenzje 

I put an order in to House of Fraser Online on 16/10/26 for £98.47 the money was taken from my account and then the order disappeared no trace online, no confirmation,no way to complain as their automated system doesn't recognise my complaint without an order number. No landline to speak to anyone.... downright robbery!

There is no way to speak to someone the phone numbers online don’t exist. They won’t give you any number to speak direct to them. This is beyond a joke. I’ve used chat and no response from them. I need to speak to someone today

Absolutely nightmare with them .nextday delivery . But never seen my stuff have been deliver . I should look at the review before I ever order from them . They gave me next day delivery voucher . Who’s gonna buy with them again .

Ordered two separate lots of garden furniture, after building the second lot noticed that 1 cushion was missing and after chasing several times for a replacement they said it was now passed the 30 days and nothing could be done. I would definitely avoid purchasing again from them.

Shocking service app does not work properly
Had 3 products cancelled one delivered but not to me and 2 others cancelled as app put wrong address on parcel and you can’t change it once ordered
The App is a nightmare
Customer service ok but controlled by an archaic system of use
I really can’t understand how such a good brand can be so mismanaged
Nightmare and SAD ad I always went to Housr of Fraser in the high street

Should be the house of greed . Be very careful people if you buy anything from them. It’s not free returns you have to pay to send them back. This is definitely my last time I buy anything from this company.

Poor. They can't even handle an in store exchange. I have to send the item back, wait for a refund and buy again if want another size. This is 2026. When I collected the order in store the shoe box was in pieces, I asked if they could even give me a new shoe box so I could return it and they said no. It better not impact my return.

House Fraser customer service is the most appalling service you’ll ever get in your life. No one is helping because you are talking to chat and they can’t really help you. I can’t believe this company exist and Fraser plus. Avoid this company. I can’t believe this the service you get . Shocking 😮

This such bad experience was grandson birthday and always buy nice bits of clothes so as normal ordered 300 worth of clothes and some wooden spoons and only thing that come was 15 pound pair of slides and wooden spoons so emailed them not easiest experience trying live chat got no where email no where then after about 39 emails they disided needed investigation said they had proof of delivery but was two items I’d explained about refused to refund now waiting the 12 weeks it takes for bank to get a cash back something I didn’t even know you could do just ordered again must be mad again parcel been delayed so keep your money go John Lewis pay the extra complete nightmare

Extremely disappointing experience with House of Fraser.

I originally bought Hugo Boss trainers for over £200. After wearing them only twice, they ripped and were clearly faulty, so I returned them and received a full refund.

Around two weeks later, I saw the exact same trainers available in size 7 on the House of Fraser website. I decided to give them another chance and ordered a new pair.

What arrived was absolutely shocking — the faulty, ripped trainers I had previously returned, with the box also completely damaged.

I cannot understand how a pair of trainers that had already been returned as faulty could end up being sent back out to a customer again. This has wasted my time, caused unnecessary stress and completely destroyed my confidence in House of Fraser.

I paid for what I believed would be a new pair of trainers, only to receive damaged and faulty goods that I had already returned.

This is completely unacceptable customer service. I am now demanding a full refund and compensation for the inconvenience caused. House of Fraser needs to properly investigate what happened here because this should never happen to any customer.

Very disappointed and extremely unhappy with this experience.

Zero stars. Atrocious customer care. .
Avoid this company as they do not respect their customers.

I bought 4 Chanel mascaras from what must have been a faulty batch. After 3 weeks and apparently having examined them they are being sent back to me. No certifiable explanation and no refund. The mascaras were thick and unusable before and are now unhygienic to even open.

Baffling to me why anyone shops here or has ever.Avoid. Keep your money and spend it somewhere else. There are plenty of other shops with genuine customer care.

AVOID THIS COMPANY. I ordered a Polo Ralph Lauren pink Oxford shirt advertised as Slim Fit, size Large. They sent me a Custom Fit shirt instead — a completely different fit and not what I ordered. I was charged £4.99 for delivery and another £4.99 to return an item that was their mistake. What’s even worse, there is no obvious customer service phone number or email, making it incredibly difficult to actually speak to anyone. Misleading product information, terrible customer service and an unacceptable experience. I would strongly advise people NOT to order from House of Fraser.

I cannot begin to explain how I as a customer paid monies as part of a legal contract with yourselves and after unforeseen circumstances I could not take possession of items ordered. I have spent endless hours on customer service chat, the 3rd party brand partners and couriers explaining how I cannot take the items. I’m still waiting for a final refund and I will not purchase anything again from HOF. I will close my account

House of Fraser live chat service is entirely unfit for purpose. I tried to arrange a faulty item return on the day of delivery but received the following messages:
"An agent will join you in 1-2 hours. 333 people are waiting ahead of you,"

"Just so you're aware we may need to disconnect you from the queue and ask you to use an alternative contact channel"

The queue size is evidence their support system is totally broken.

To make matters worse, the online returns instructions are completely unclear. Their portal requests a clear photo of the fault, which I sent. Two days later the team delayed my return further by requesting a photoshoot of the tags and labels. I immediately emailed further images and a direct request for a returns label, then received another delayed, scripted reply offering me a £20 discount to keep a heavily stained suit jacket! With no returns label!

Because the online chat is unresponsive and the email support did not respond appropriately and within an acceptable timeframe to my returns request despite a whole pdf of photographs attached, I paid for the return postage. This online shopping experience turned what should have been a simple faulty garment return into an incredibly frustrating ordeal. Arranging a return (especially when quality control has allowed a heavily stained garment to be despatched - wasting my time and creating an inconvenience for me to deal with) should be a straightforward exercise to limit any further inconvenience to their customer, followed by a sincere apology. In my experience of shopping online with House of Fraser this was not the case and I have no positive feedback to offer.

Bought some sliders online, arrived timely so all was good. They looked as ordered, in a size 10 box, didn't try on straight away as sliders are sliders eh.. broke up box and put in bin. 2 days later slipped them on to go into garden, felt a bit snug - then checked and they were a different size to what was ordered. Too small but now worn outside and no box to return them in - that's £80 wasted!

Recently purchased several items, with a few returns having to be arranged due to faults, errors, or damage.

Customer service is completely offline, zero telephone capabilities or ways of connecting to them other than email. When you do get through to someone in customer service, they either don't understand your query, despite 'reading' my emails; or you receive disparaging, blunt, rude mannered emails from staff treating you like you're the problem, for returning a faulty, damaged or unsatisfactory item(s). Further to this, HoF first call seems to be offering an insulting first partial refund, in the hope that you take them up and keep an unsatisfactory, unusable item!

Maybe Mike Ashley should up skill his current brands before the pending demolition of brands like Hugo Boss 🤔

Ordered a belstaff jacket paid the the postage jacket to small I paid return postage refunded the jacket price only why didn't you refund one postage it cost me eight quid all told for nothing you robbing gits never again

Wish I had read the reviews before ordering!
Ordered a wardrobe arrive on time but the boxes were so badly damaged and when I opened the boxes all three part of the wardrobe where damaged!
2wk to get it resolved!
Reordered and again its delivery damaged and missing the 3rd parcel!
Customer Services are very slow to respond if at all! Still not got a wardrobe!

I had purchased a few items online from House of Fraser and upon delivery one of the items was missing.

Order Number
HOF50002003243307

I tried to contact them on numerous occasions but their customer service is very poor and they do not have a contact number and despite being on hold with chatbot I was finally connected to somebody called Enola and she took the details of my order and told me that she will escalate it with the relevant department but within a few days I received a reply that they have looked into it and that nothing can be done about it and the matter is closed. Her reply was rude.

This was very frustrating to say the least. I was very disappointed with Fraser and how my issue was handled. I will never advise anybody to Shop from them.
Very poor customer service.
Absolutely will not recommend them to anyone.
They are thugs.

Absolutely shocking customer service, delivery was a shambles was given 4 different time slots during the week and failed on every one, when item eventually arrived it was damaged, raised a complaint and still no response. Will never use or purchase from them again.