House of Fraser Recenzje 

Placed an order that said if you pay within the time stated it would be guaranteed delivery by christmas day. So I paid and then got an email.saying delivery would be by 29th December! That is so sly but do you think you can contact anyone? Then, to make it worse, I get a message saying "Evri" will be delivering my parcel.......

I ordered some bedroom furniture 16 days ago (7th Dec) which was supposed to be delivered on 13th Dec (originally). The date changed a few times and then said it was delivered on 17th (but it wasn't). It was really difficult and time consuming contacting Frasers and the delivery company. Eventually my missing delivery was logged. After me chasing for an update over the next 5 days (about 3 or 4 hours more time wasted) i decided to order something from Next and cancel my order but so far today i have spent 2 hours trying to contact someone at Frasers on phone or chat (chat says its closed, its 11:30am on a Tuesday!!!) to cancel my order. The FAQs and options on my account under 'Orders' to try to cancel my order without returning it do not work (as i havent received it). I need to speak to someone, I hate the way companies make it so difficult for you just to be able to chat to them. Its just really bad customer service.

Waiting on an order for weeks from HOF no contact whatsoever. Cannot get anyone through webchat or email. Absolute disgrace. Only waiting on a Charlotte Tilbury bronzer, paid 4.99 for delivery!!!! What is going on????????

Placed order for Christmas 16/11/25. First part of the order arrived with packaging damaged - customer service refused to refund until I quoted Consumer Rights Act to them. Second part of the order (which was personalised) hadn’t arrived after 30 days - again customer service were completely unhelpful (“please feel free to contact us in the new year if your order doesn’t arrive by Christmas”) until I quoted Consumer Rights Act at them AGAIN. I said I would accept the non-personalised for a discount but my order was cancelled.

Did not received my order got a picture of someones red door did not get a replacement or a refund this shop is a joke avoid at all costs

Ordered 2 items from House of Fraser both orders have been in EVRI depot and not moved for 3 days. I will not order from House Of Fraser again due to the courier they use. Never get orders on time always delayed and sit in there warehouse. Getting quite a list list of companies I don't buy from anymore.

Never buy from there, ordered stuff for Xmas, been waiting a while for them and then went to check and it said cancelled, they don’t even send an email to let you know?

Placed 4 orders to be delivered by DPD , am paying for DPD , so why have yous give them to EVRI to deliver, the worst delivery company there is , think yous have done this on purpose

Unfortunately the whole system is a shambles - orders are delivered in dribs and drabs -updates bombarding email boxes but there’s so many it’s hard to know what’s coming and when and customer service is an automated mess - good bye we’re very busy - wouldn’t take Sherlock Holmes to figure out why - won’t be back

I bought 3 items one of them missing out of the package when delivered. It was the cheapest item and only actually purchased in order to qualify for Black Friday offer - spend over £100 and get £20 voucher in January. They did offer a refund for the missing item( as they had no more earings in stock and were unable to exchange for different item) - but said by excepting the £20 back I not only didn't qualify for the voucher (which I expected) but also the receipt on the 2 more expensive items was then void - so if they didnt fit , where damaged in any way I was unable to return.
I apologize for proposing a partial refund of £20 based on the item value. I understand that you have requested a different pair of earrings with a different value. There reply below - which I am sure isn't legal

I would have offered you a replacement for your item, however it is out of stock at our warehouse.
As I mentioned in my previous email, accepting the refund will result in the forfeiture of your right to return the other two items in your parcel.

Dreadful. Order made 3/11/25 paid for same day. Order was candles with christmas wishes engraved. No further contact from day 1. Got on to customer servces x3. Order still in warehouse. Told “it still might come before Christmas”!!!! Dreadful. Order cancelled refund of course 3-5 days. !!!

This company are advertising goods for sale that they do not posess. They take your money then no goods appear.
When questioned they're 'Lost ' in transit.
They Then refuse to refund their excessive delivery charge for goods which have failed to arrive... with their customer service team arguing that you are not entitled to it.

I guess it is one way for their CEO Mr Murray to make his targets and bonus..... Corrupt.

They also use EVRI - another corrupt company.

Ordered a pair of boots 2 weeks ago. Never delivered, no tracking information supplied. Was difficult getting in touch with anyone. Eventually got a reply to an email saying they had gotten lost in transit. Requested another pair be sent. Was later told that they had been returned to sender as they were lost in transit (which makes no sense). Then told that I hadn't paid when they hadn't taken the payment via PayPal (a payment method on their site). They said they didn't have any in stock despite them showing availability on their website and also apparently having received the ones I ordered back. Lots of misinformation and lies. It's bad enough that they charge for delivery (and in-store collection!) but that they can't seem to even do it properly. If you're needing anything in a timely fashion might be best ordering from elsewhere.

I ordered a gshock watch, It turned up without a box, warranty card, and user manual. I suspect it was a return. When I contacted customer service all they could say was send it back and we will send you another one, they could not guarantee it would come with all the bits they would leave a note in the order. This was a present returning it and waiting for another would not do..
All in all a bad experience, I would not order from them again..

I have ordered several products from House of Fraser, they have good selection and variety. However they have a big problem with Evri the Courier, several items were lost because they were delivered to the wrong flat, House of Fraser never refunded the money because according to them although they were wrongly delivered, they were left unattended in the same geographical area, so if the delivery driver does a bad job, be prepare to lose your money, apart from that I received several parcels torn or broken, House of Fraser never changed or replaced them because according to them the package is there for protection only, but how can you give someone a gift with a broken box?. I will never buy anything from House of Fraser Online again, I only will use them if I got the time to visit its shops.

I ordered 2 x £75 e-vouchers over a week ago and they still have not arrived. E-vouchers are usually sent the same day so you can print them off…no, not with HoF! I even got an email saying my order had been sent, still nothing received. Contact customer services multiple times and like everyone else on here says, the customer service is disgusting. They just fob you off with ‘it’s at the warehouse’ and I’ll need to just wait. No timescale for delivery, nothing. Why an e-voucher would even be at a warehouse is beyond me! Then they just ignore your emails. They are absolute bandits and I would avoid them like the plague!

Avoid buying there!!!! I bought a set of frying pans there. After a couple of times using them they already had scratches. As I was worried those become more I scratched customer service. They told me to send them back for a replacement. After they received them they then wrote they don’t have a fault and sent them back to me. They said they can’t do anything about it. I said that the pans are non stick and if the material comes off this won’t work anymore. They just didn’t care. The worst thing was that they sent the pans back not wrapped safely so they had a lot more scratches than before. I wrote again and after four emails they stick to their final decision. I can’t believe this customer service!!! They made scratches and now they don’t want to give me a refund.
I will never order there again.

Ordered a Jacket over 3 weeks ago. Charged £4.99 for delivery. Evri have lost the package. Told Frasers a week ago. Heard nothing. Evri and Frasers don’t seem to care and want to tell me anything. No sign of getting my money back and now having to raise a charge back with my credit card company. Dreadful customer service.

Hi all.. I’ve always wondered how house of Fraser gets away with not refunding or exchanging purchases that are brought online and only offering a gift voucher for purchase that are brought in store I won’t be purchasing anything from this department store again, not after the experience I’ve just had.. I brought some Chanel number 1 cream it was a lot of money but unfortunately did not work for my skin bringing me out in red blotches and very irritable skin so I took it upon myself to get a return organised after doing so I was refused a refund and now they are saying that the product is fit for purpose and it’s past all their tests, but not on my skin it hasn’t and I’m very disappointed in this outcome now I am out of pocket for quite a lot of money. This is not on.i just don’t know how they get away with this!! Very bad service!!

I ordered a Running Backpack in August 2025 (order ID:HOF40000089000152) and never received it. I sent sevral e-mails and talked to a chat bot asked for a refund or replacement, they just ignored me. no phone number to call. I am going to raise a complain with Traiding Standard Agency.