House of Fraser Recenzje 

I had to return an item. First of all, you have to pay £4.99 when most retailers include pre-paid labels. Secondly, the return process is unclear. Usually, you start a return within the order itself. I paid for the return and booked a collection with Evri, but the courier didn't show up. Plus, the return is actually handled by a third company ZigZag Company, so even more confusing. Really difficult to get in touch with a real person and when I did the suggestion was to choose a drop-off option instead of a collection without considering that I had already paid once! I had almost solved the issue when the agent said he would have raised it to the right department to cancel the previous label that he disconnected me because I wasn't replying, which had been like 1 min maybe. So I have to go through that idiotic AI assistant again! Overall bad experience! I won't buy again

Ordered an item 3rd of January, contacted customer service numerous times to chase up and finally lost my patience and got a refund 2nd February.
They used some rubbish excuse about an IT system problem in the warehouse for my item was a month late.
1 star is still too high to rate them.

Recently received boots in a shabby condition looked like they were second hand worn, I returned them back and they refused to refund me, saying they had been worn. That's how I received them. Hard to get through or any sensible response from customer services. They were adamement I had worn them. Don't buy from the well known company

⭐ 1 star – total delivery chaos, incompetent handling, and very disappointing

I’m a UK web developer working abroad and ordered a laptop from House of Fraser to be delivered overseas. From the start, DPD kept sending false updates saying the parcel had arrived, when it hadn’t. Only once did they email to say they had forwarded the package to Aramex.

After that, the parcel went through Aramex → UPS → TARA USA, with each courier giving conflicting information. I followed all instructions: countless web chats, international calls, staying home for delivery, and even visiting UPS at the airport. Eventually, UPS confirmed (to me locally and my daughter in the UK) that the parcel never left the UK, because House of Fraser failed to include the required customs documentation.

Despite this being entirely their fault, the order was marked “changed mind”, emails were ignored, and when the refund finally came they kept £24 for shipping, even though the item was never delivered.

I feel let down because this is not the House of Fraser I grew up with — it’s morphed into something horrible. Extremely stressful, confusing, and financially disruptive. I would not trust them with high-value or international orders.

I ordered online boots, that arrived in absolutely appalling and disgusting condition. The boots are visibly severely worn, damaged and cut sole and dirt all over them. I asked for refund, but the customer service is ghosting me. So far this is the most disappointing shopping experience I've ever had.

Horrible can’t get in contact with them. My shipment address used by them is different my default address in my customer account. Not via chat, phone or e-mail are they reachable.

False advert on a waterproof over trouser but Item and forced to pay £4.99 return postage. Criminal! Don't buy from HOF.

Scam… ordered a cat tree, they charged me twice. Cant get a hold of anyone to cancel the order. If you return an order they charge you again… save your time and order somewhere else

What happened to House of Fraser? I remember it as the posh store, the expensive amazing quality and customer service store! Has it changed so much to stay in the race? It is a terrible service. Like others waiting 2 months for my order to arrive. Ok, it was before Xmas and some things I got in the sale....but arrived broken. Its impossible to get through to cust serv as its so busy and you got to get past the chat bot first.......then be cut off repeatedly. Then pay £4.99 to return an item which is ridiculous. Not a good service....they need to sort it out. If Very can do it successfully, theres no reason HoF couldnt.

Brought a coat on line click an collect from store but I have to wait for it to be delivered to store so basically ur out of stock click an collect it wat it says iv paid I want to collect

Ordered 18 items only 10 arrived
No information given on or when other items will be delivered

Dreadful service, well no service at all! Faulty goods arrive, Returned items and no refund appears! Can’t get hold of anyone and no response from customer service email. Do not order from them!!

Ordered in November. Order lost in post (full bedroom furniture set) then sent put another order but instead of a wardrobe chest of drawers and 2 bedside lockers they sent me 16 bedside lockers and half a wardrobe. Eventually got a refund and now can't get them to collect all the wrong items. Taking up half of my house! I have NEVER experienced anything as bad as this before. Guys please do not order of these scammers

Ordered shoes from House of Fraser, size 11. When they arrived, they were labelled as an 11 but were at least two sizes smaller, so my husband had no chance of getting into his size 11. Bearing in mind he has never bought any other size in his adult life, that size 11, and every shoe has fit until this one.
I accept that faults can happen and products can be mislabelled; however, it was the response I got from customer service. I sent pictures of other size 11s next to the shoe so they could clearly see the shoe is not a real 11, and they just didn't care. Said the shoe says it is an 11, and that is it. If I wanted to return, I would have to return and it will cost me £4.99. I will never use this company again. Why should I have to pay to send back a faulty not fit for purpose product

Online shopping experience with House of Fraser has turned into an expensive scam. They use Evri as courier which makes it worse. I am left with two deliveries not delivered to my address and photo showing random parcels ( which don't look like Frasers ones) and address not recognised. Despite multiple contact with Fraser and Evri, neither are able to help identify the delivery location. Yet Fraser have refused to provide replacement or refund. They ignore references to consumer law. Customer service is a bot that gives you the runaround on email and chat. Avoid at all cost!!!
They should not be able to trade in UK.

I am still waiting for a duvet ordered in December.
If your order arrives.... Great!
If not, you say goodbye to your money and your product.

You can not speak to a person only a bot

House of Fraser’s customer service is horrific. My order (HOF50002000890157) was mishandled for days, and there is no one to actually speak to — everything is email or chat only, even through Resolver. Their system failed to capture payment, I lost the original promotion, and they offered nothing, no resolution, and no compensation for damage caused. The process is impersonal, scripted, and utterly frustrating, leaving customers stuck with a brick wall of inaction. This is by far the worst service I have ever encountered. Avoid this company entirely.

Outrageous performance from customer services: my order never arrived but customer-services insisted that it had even though the Evri photograph of the delivery being made was not at my house! They were completely unwilling to resolve the issue and would not replace, refund or engage with the courier. In 60 years I have never experienced such appalling treatment from a supplier.

Worse online shopping experience ever!!
They lied about delivery time, and if or when It is delivered it would arrive with missing items for which you can't claim refund either.
And if you are lucky to get your parcel after waiting 7-10 working days ( perhaps with a nice apology note!?), you might have to pay to return unwanted items. AWFUL SERVICE!!!!

⭐ 1 Star – Failure to Deliver Goods, Breach of Contract

I placed an online order on 29 November for Christmas presents. One item arrived, but the main and most expensive item — Apple AirPods — was never delivered.

It is now 26 December and the issue has been left “under investigation” for over a month. Christmas was ruined, yet no refund has been issued. I am repeatedly told the item was “delivered,” but no proof of delivery has been provided — no delivery photograph, no courier name, no tracking confirmation, and no signature or recipient details.

Under UK consumer law, the burden of proof is on the retailer to demonstrate that goods were delivered to the customer. Simply stating that an item was delivered without evidence does not meet this requirement. As far as I am concerned, this is a clear failure to deliver goods and therefore a breach of contract.

We live in a household with two working adults and two children. No one is home before 5pm, we have a doorbell, and no delivery attempt was made. The claim that someone accepted this parcel is false.

Customer service has been unacceptable — delays, excuses, no accountability, and my money effectively being held hostage. Instead of resolving the issue or issuing a refund, they continue to stall while providing zero evidence.

I am now left with no option but to pursue a chargeback / Section 75 claim due to non-delivery of goods and failure to provide proof. I strongly advise others not to purchase high-value items from this retailer.

Avoid this company.

[#16632560]