House of Fraser Recenzje 

0 STARS !!
Order two pairs of trainers one pair come and one shoe was yellow !!!! Other pair did not arrive I requested a refund for the pair that did not arrive and they have advised my claim is being rejected !!!! My claim is not a claim it is a request for a refund for an item I did not receive! Have taken this to the ombudsman as Frasers will not provide me with a refund or replacement by law which they have to do !!!

It was great very convenient to shop with them highly recommended

i sent a faulty bracelet back over 3 weeks ago have tried emailing and chatbot, as have still not heard anything back regarding a refund, you cannot just call and speak to anyone, and no one replies to the emails, i will definately NOT be using this company again!! BEWARE

Fraudulent transaction. They didn’t accept a refunded item saying it ‘smelled of perfume and the labels were taken off’ this was an outright lie!! I returned straight after trying it on. They cannot do this! They are liars

Order of €1195.60 never arrived.

I have ordered 8 Moonboots from House of Fraser Ireland and never got anything. The order was placed on 26th of July. I have contacted customer care via chat and email, but I haven't received a proper response. All I got was to allow more time and be patient, even though I provided proof from the courier company that my order was sent back to the seller due to a lack of address information from the seller. Yet I've been told to wait.
Poor customer service. I have bought many times from them, but this was my last. I

Absolutely horrible customer service. If I could give zero stars, I would.

I am a returning House of Fraser customer. I placed an online order for £474 worth of goods plus £4.99 delivery charge – £478.99 in total.

DPD delivered it to the wrong address. I reported this to House of Fraser the same day, within hours, and proactively provided evidence to assist House of Fraser.

An entire week later: no goods, no refund, no replacement, no resolution and not a single email response from House of Fraser.

I have contacted House of Fraser every single day. There is no customer-service telephone number, so I have repeatedly spent hours in their recommended web-chat queues, including approximately three hours just to connect to an adviser. The chats are rushed, the advisers are rude and dismissive, no meaningful updates are provided, and chats are brought to an end while I am still trying to respond.

The recurring answer is simply: Allow another 72 hours for the relevant team. House of Fraser expressly confirmed that these 72 hours include weekends.

The timeframe expires, nothing happens, you contact them again – and you are told to wait another 72 hours.

Even more concerning is the information used to justify the delay. House of Fraser cited the Consumer Rights Act 2015 to support a supposed 30-day timeframe for resolving a disputed delivery. That is legally incorrect.

Section 28 concerns the default period for “delivery of goods”, it does not give retailers a statutory 30-day “investigation period”. The timeframe House of Fraser relies upon is actually its own internal, unpublished policy.

Meanwhile, every meaningful update has come from me calling DPD myself. DPD confirmed that its investigation was complete and the outcome had already been provided to House of Fraser. More than 48 hours later, House of Fraser still had not contacted me, answered my emails, communicated that outcome or resolved my order.

I also question why an order containing £474 worth of goods, for which I was separately charged £4.99 delivery, was not sent using a service requiring a signature or secure handover.

So, after an entire week: House of Fraser has my £478.99. I have no goods, no refund, no replacement, no resolution, and they have not answered a single email I sent.

Based on my experience, prospective customers should think very carefully before ordering online from House of Fraser.

After this terrifying experience, I will never purchase from House of Fraser again.

I will update this review if they eventually resolve the matter.

Order item, Came, to small, Returned via evri, paid extra 5 pound for return, evri lost parcel, still fighting them for a refund 14 days later. AVOID THIS

My wife ordered a birthday present Lacoste polo shirt the other day it arrived today.
Well we opened it and straight away could see it was fake now for £69 plus £5.00 for delivery.
We have checked it all over in fact she brought me a t shirt from another company also as they didn’t have the colour she wanted.
That T-shirt was perfect nothing like what house of Fraser sent out plus we asked for a pink it was salmon, trying to get hold of them also is a right royal pain in the butt.
I really thought this was a decent company having worked in their stores too but no allowing third parties to send out fake products is not on!!!
We have reported them to trading standards.
Stay away from them is all I will add!!!

very poor customer service, they did not dispatch item and did not inform me even, rather I had to chase it repeatedly and they refund my amount after 6 weeks of chasing. they won't let you know if item is out of stock rather they will deduct amount for the same item and keep it with them.

Another unhappy customer!Despite sending photographic proof of my order ,2 wrong sizes were sent & now,like others they expect me to pay the return before reorder & another £4.95
Their prices are keen but their customer service is abysmal.Multiple phots & emails from several agents have gone back & forth without a happy ending.I have been a longstanding customer of the former H OF & so disappointing to see their service drop & to see so many poor reviews.
They should sit up & listen to their customers & strive to come to a mutual satisfaction.I wish to order more garments but quite frankly I am scared the same will happen again.
Instead of sending mutiple emails everyday from the various partners urging sales & perhaps focus on making your customers happy!!

Don't ever order anything from this store - unless you are absolutely sure you'll never have to return it or deal with customer 'service' - which is basically non-existent! They clearly are not even remotely interested in their customers or repeat business. I will never shop there again - (if they are not in receivership already, they are heading there at breakneck speed!)

CUSTOMER SERVICE EXTENDED MY EXPIRED CREDIT NOTE. WHEN IT CAME TO USING IT SHOWS ACTIVE ON THE TILL HOWEVER NOT REEDEMABLE. CUSTOMER SERVICE VIA EMAIL NO HELP AT ALL. STORE MANAGERS AT HOF UNABLE TO FIX MY ISSUE DUE TO IT BEING A MATTER ONLY CUSTOMER SERVICE CAN FIX. ARE THE STORE MANAGERS LYING THEN WHENEVER THEY CONTACT CUSTOMER SERVICE THAT CREDIT NOTE IS NOT WORKING.

I wouldn’t even give the service received a star at all but guess you have to, to leave a review. Terrible service… after getting over the fact I had to pay £50 for delivery and then waiting over a month for delivery to then be advised the item has been lost made contact with HOF via chat as you can’t talk to someone the rearranged for a replacement to be delivered. Still waiting for this but won’t hold my breath as it been another week since. I’m currently filing the refund procedure with my credit card company as getting no where with Frasers. Will never order nor shop with them again terrible service

I ordered a pair of designer sunglasses and a pair of designer sandals but when the parcel was delivered only the sandals were inside. The parcel had been tampered with and had sellotape at the back. The back of the parcel was not shown in the photo Evri took. When I queried about my missing item, House of Fraser refused to accept responsibility and also claimed that they and Evri delivered the item to me. Customer service are so narrow minded and refused to give me the benefit of the doubt. I have been a long time customer but have been treated appallingly. They are charging me for something that I clearly did not receive. I am disgusted with House of Fraser and would not trust them anymore and advise other’s to always CHECK their parcels straight away while the courier is still present because apparently the customer is never right!

In September 5th 2024i bought 1pr of Ske

Been using HOF FOR ages over 20 get real good bargains on all nice designer garments for the whole family. Value for money and fast delivery service

The chosen courier for Hof, Evri, delivered my parcel to a completely different address no surprise there, and sent a photo of a random house to my email. Fortunately the honest very elderly lady from that house kindly brought the parcel to me.

When I opened the plastic bag the contents had been thrown in, one damaged shoe box containing a pair of worn shoes and one leather jacket complete with security tag and screwed up in a ball in a plastic wrapper.

Ive read some of the reviews and don't feel at all confident that I will receive the best customer service either from Evri or HoF so I intend to physically go to the store and take it from there needless to say I wont shop with them again and if I could give zero stars I would.

I am extremely disappointed with this shop.

I returned my order, and the parcel was successfully delivered back to the warehouse.

They received my parcel on 8 June; on 22 June, I wrote to them because I was wondering why my money hadn’t yet been refunded to my credit card; today is 2 July, and the shop is ignoring me.

I have contacted customer support on numerous occasions, but instead of resolving the issue, I keep receiving standard replies with no clear timeframe for the refund. It seems that as soon as they receive your money, they completely stop caring about the customer.

A refund shouldn’t take this long once the returned item has already been delivered. This has been the worst experience I’ve ever had, and I expected much better from such a well-known retailer.

If the shop still fails to refund me and continues to ignore me, I will take serious legal action.

Absolutely appalling experience in House of Fraser.

I tried to purchase a bag that had a clear £160 sale sticker on it. When I got to the till, I was told it was “mispriced” and should have been £195. However, there were other identical bags in different colours (including cream) also marked at £160, and I was told those were correctly priced and that only the beige one was supposedly wrong.

This makes no sense to the customer and is extremely misleading, especially when the same product line is displayed side by side with matching sale labels.

Instead of honouring the displayed price or acknowledging the confusion caused, staff simply said they would remove the items from the shop floor for 25 hrs and reprice them at £195 later.

The staff member who dealt with me (an older lady) was quite abrupt and unprofessional, with no attempt to resolve the issue in a fair or customer-friendly way.

Very poor experience overall with misleading pricing, inconsistent labelling, and disappointing customer service. I left without the item and with no intention of returning.

I thought buying through House of Fraser would offer good service, but it absolutely did not. I ordered a three-piece garden furniture set during the sale. It was a good price at £149.99, plus a rather expensive delivery charge because it required a two-person delivery. So, I ordered and paid the £49.99 delivery fee. It arrived damaged and was delivered by a single person. The box was badly damaged, and I had obviously paid for two-person delivery. We unpacked it and found damage to the back of one chair. I contacted online chat straight away; I would rate it 0 if it were possible. After over 40 minutes of back and forth, providing proof of CCTV delivery and damage, I was told he couldn't do anything and someone would email me. Well, that didn't happen. So I emailed myself and sent all the proof and again no reply. A company as big as House of Fraser with a terrible customer service. I won't be ordering again, broken part and £49.99 delivery for a man and van with a damaged box. Absolutely awful expensive service. I have a brain tumour and thought I'd treat myself, lesson learned. Don't trust any company.