House of Fraser Recenzje 

I returned the parcel to them, and they acknowledged the return, but the money has still not been refunded to my bank account. Also, I ordered a size L, but they delivered an XL. I lost £55. Really bad experience.

I’ve made a £252 order as was gifted a voucher . Package arrived £156 bottle of perfume missing and it says it’s in the order
Package wasn’t tampered with so someone there stole it. Absolutely gutted as I would never spend this amount on perfume was a real treat I’m not hopeful they will help me

Terrible experience ordering online. Item doesn’t fit and it’s impossible to return it without a printer and having to pay £4.99!!!!! Absolutely last time they get any business from me. Wish I had known as I could have purchased the item elsewhere for slightly more money, it would have been worth the extra cost.

Never shop online with this terrible company. I made a purchase online then was transferred to the House of Fraser app. The app then created 2 duplicate purchases. Trying to get these cancelled was a nightmare. You get caught between House of Fraser and Frasers Plus, which both bounce you between the other. House of Fraser has no phone customer service number. I have wasted so much time on this already and the issue still isn't resolved.

absolutely dreadful - wife ordered a bedroom set all the same colour and the wardrobe looks like its from A DOLLS HOUSE SET, SAME AS THE 10" HIGH BEDSIDE CABINETS AND THE WORST PART IS THE CHEST OF DRAWERS WERE A DIFFERENT COLOUR AND THEY WANT TO OFFER A £30 REFUND - JOKE. THIS COMPANY IS RUINED. CLOSE DOWN.

I ordered a leather jacket it came on the 18th Feb folded up in a bag so creased which is really bad for a £130 jacket, it was too big anyway so requested a return the next day i have receipt from impost locker, they have sent it back saying it had been worn and wont take it back, i did not wear it, no customer service number to call, i have sent an email back to them so waiting for a response absolutely disgusting service from a supposed respectable company

Poor customer service and false advertising. I would not recommend ordering from house of Fraser. I don't know if customer service are actually obtuse or putting it on. Senzo was particularly unhelpful.

Got to be one of the worst companies for customer service. I returned a parcel, the courier tracking shows delivered and a photo of it at their warehouse but they haven’t received it! endless chats with numerous so called advisors who all ask the same questions on repeat and reply with a copy and paste answer, seems their main aim is to be unhelpful. I am still £70 out of pocket but the parcel wasn’t delivered back to them?! Really! I am not surprised at the 1 star rating, I wish I could rate lower!

House of FRASERS has to be one of the worst companies when it comes to customer care, cause they don’t care at all whatsoever. I had a parcel delivered to be which was returned back to sender. ALL WHICH IS OUT OF MY CONTROL. I ordered my product literally last weekend scheduled for next day delivery. It allegedly got delivered Monday 16th of Feb and now it’s magically being returned back to sender I need to wait 14 working days it’s ridiculous. Some of the live chat advisors are rude and aren’t helpful at all, when your trying to make them understand something it’s like they disregard everything you say and before you can even respond to their information they’ll just end the chat. Such a big company with poor customer service doesn’t make sense to me at all.

I ordered from House of Fraser.ie. I ordered Karrimor walking shoes in the correct size. The right shoe is tight across the toes.This is a serious issue as I walk 5km every day and need comfortable shoes. I have been wearing these shoes for many years with no problems until I ordered from this company.

I emailed Customer Support and their response was that they dispatched the correct size and "there is no further assistance we can provide".
I requested an exchange but this was ignored.
Rubbish company - Avoid.

Update: I contacted Customer Service again and provided the CCPC information on sale of goods. Customer Service agent stating as they dispatched the correct size they will do nothing else. I replied that dispatching the correct size does not guarantee the quality of the product and asked to speak to her manager. She replied she does not have a manager and stated same excuse of dispatching the correct size. No other way to contact them, Dublin phone doesn't connect. Unbelievably bad customer service that they are getting away with.

Order to the EU was ok and fast. However the return management is scandallous.
Item returned on 31/1/2026 arrived in the warehouse facility in Germany on 5/2. No email was sent regarding the return request + return label. Return is not recorded in the account, but managed on a separate website.
On 15/2 the order itself disappeared from my account. No reimbursement.
Seems like a scam.

Update: on 17/2 email with order "cancellation" and initiation of reimbursement was sent. Still, zero communication for 17 days, no confirmation of return/ receipt of return/ no track of order and return in the account.

I am adding my experience here because after weeks of interaction with Frasers/House of Fraser customer service, the issue remains unresolved and unacceptable.

I placed an order and subsequently returned multiple items, including a pair of Craghoppers Women’s Adflex Eco Rugged Boots (£50), which I did not want. I have a return request email confirming that I selected the boots as part of the return.

However, when my return was processed, the boots were not included on the refund confirmation, and I did not receive the £50 refund for them.

Frasers customer service claim the boots were “not present” in the returned parcel, but have provided no evidence, no parcel weight confirmation, no intake photos, and no explanation of how the error occurred. I have multiple emails showing I selected the boots for return, yet the warehouse refund list omits them.

I am now left out of pocket for an item I returned in good faith, with no satisfactory resolution offered.

Frasers are extremely difficult to contact, and responses are slow and dismissive. I am still waiting for this to be escalated and properly investigated.

If you value fair customer service and transparent returns, be aware that refunds may not be processed correctly and you may have to fight to get what you are owed.

I would appreciate Frasers addressing this publicly and issuing the missing £50 refund promptly, it shouldn’t take this much effort for a legitimate refund.

Customer “service” is a joke, no interest to help you, long drawn out response times, little in terms of actual anything, this is a joke of a company and this day and age should be shut down, deffo one to avoid

Order arrived with one of the items missing and the other two still had security tags attached.

Customer service refused to put a replacement order 'because the items is unavailble for replacement orders'. This is probably becasue the items are no longer discounted.

Avoid this company. Very bad customer service

Can the be a zero rating. The company is outrageous and still don’t want to make a refund after item ha even returned in over 60days. The is no phone number to call and the website the and apps are pretty not usable for my complaints.

Frustrating to say the least.

When I returned an item promptly and in perfect order I could only get a Credit Note. I was told I could not use this to purchase a Gift Card for someone else. Subsequently I purchased a suitcase on line only to have the order later cancelled as the item was 'out of stock'. According to the website the item is still available. I'm finding it very difficult to get to use the Credit Note and do not intend to deal with Frasers again after using up the Credit Note, if I ever manage to.

I purchased a new iPhone from Frasers, but the order never moved past the 'pending' stage. A week went by, nothing was delivered on the proposed date, so I contacted customer service. Was told there was an error during the picking & packing process, but not to worry, because my order was awaiting imminent despatch. Another 5 days went by...but still nothing. In the end - and having read the appalling reviews on here - I cancelled my order. Despite some protesting, thankfully I received my refund within a couple of days.

I've no idea what went wrong, but I highly suspect they never had the item in stock in the first place. Either that or it was "misplaced" in the warehouse. The brand partner for this one was 'Rewards & Gifts Ltd', so a very poor effort on their part.

Overall I feel sad for this company. Especially after reading all the terrible feedback on here. House of Fraser used to be a premium outfit - up there with the likes of John Lewis and Fortnum & Mason - but oh how the mighty have fallen. It would seem that ever since Sports Direct bought them out, they've been driving the brand headfirst into the ground. Such a shame, for what was once considered a British institution 😔

Absolutely terrible.
No customer service sends you around in circles. Purchased 2 coats size 10 and 16 10 fitted me the size 16. I had to PAY to return. Took 3 days of trying every way possible to complain. Then she said when returned we will refund the postage. Also very annoyingly said if you had contacted us before hand we would have sent a label. Coat is returned and no refund for postage....so now I have to crack the code to speak to someone. NeVer again will I use this store!

House Of Fraser are a complete Joke. I have spent thousands with them over the last few years. I will never use HOF again. The customer service to get a refund is a complete joke, you cannot speak to anyone, the customer center is based in Malaysia & send polite emails saying sorry. My refund is well overdue..... John Lewis it is.....

Worst nightmare £4.99 for delivery a worst quality jacket with brand name of North face for a £100 and then another £4.99 for returning that piece of you know what. Don’t buy online from house of frasers if you wish to buy something good.