House of Fraser Recenzje 

Failed to deliver, even although I had paid £10 for next day!
Personalized item (£125) ruined as they stitched through the entire product - video sent and they won't 'investigate' until I send it back, even with a clear video of their error! Said it is not possible to escalate to a manager - what company doesn't have an escalation process?!?!

Supplied a review for House of Fraser and it was rejected, as they asked me to submit my experience shopping at HF Croydon. Obviously they don’t publish bad reviews. What is the point of requesting feedback. I advised them to review Trust-pilot. It said it did not meet their guidelines, obviously following the template laid down by Sports Direct. Trust-pilot should have a Negative Value indicator, which both of the above would fall into the category

I would give this service no stars. Appalling response. They make it impossible to contact them and when you do, you’re given the run around. No human contact by phone. No clear instructions. Do not use this shop online. You may regret it. After spending hours trying to get a response I have received an email which basically says they’re transferring it the the correct dept. They’ve said that so many times it is a mantra. I only want to return a damaged item. Anywhere else would have a straightforward process that takes 5 minutes. The worse customer service I’ve experienced ever.

Wish I’d read the complaints before I placed an order. Saw a jacket on sale on their website. Added to basket and same price. Used Apple Pay and receipt showed Id been charged full price. Immediately checked the price and it was still showing the reduced price so screenshot and waited till the Monday as the only way you can contact is through their online help.

Explained on the a Monday to Sandile and said they would honour the price shown if I supplied a photo of that price but ONLY once I’d received the item. Said I’d cancel the order but assured me I’d get the refund and sent transcript of conversation as evidence I could use..

Jacket arrived two days later so immediately contacted then again to be told, no…won’t honour that price as it was full price at time of sale (a complete lie). Have sent them proof and transcript but now they are ignoring my email.

Given the issues people have had trying to get a refund at all from this lot, I’ll probably keep the jacket but will NEVER buy another item from them and will be informing everyone I know to avoid this company at all costs

How far they have fallen as used to be a company you could trust but not any more. Avoid at all costs..

Would rate zero if available. Absolutely no customer service - led to me being scammed as I was desperately trying to contact Customer Service. Avoid!!!

Diabolical service when trying to return items and trying to get your money back - shambolic

I ordered some clothes and they never turned up, courier said they had missed the connection. Contacted Frasers customer service who were very unhelpful. Eventually they got returned to their warehouse after a couple of weeks . Then told I would get a partial refund not including delivery charge. Still awaiting partial refund and after making complaint, nothing happened. Dreadful customer service and really slow acting or responding to anything and try to blame you or something for their failings.

If I could give 0 stars then I would ,purchased some items , tracking stopped on the 21.09 , no actual phone number to contact HF , after several emails with incompetent customer service advisor I requested immediate refund . One time unavailable any longer as not in stock , they kept going backwards and forth with what I want to do , despite me telling in every email what I want them to do , advisor just kept ignoring . Won’t buy from them again purely because of the customer service ( non existent )

I purchased a handbag online which came damaged. I then ordered a replacement ( which was perfect) and returned the first bag. However I then received an email saying that they couldn’t give me a refund as it was not their fault and had been caused by an external factor. I am absolutely astounded! To add insult to injury I had to pay to return it. I have never come across a company like this. Have tried to take it further but can get no where with the company at all. I will never shop there again and strongly advise no one else to !

If I could give zero I would. I ordered 4 items from them, my first time purchasing. On delivery day, only 1 item was delivered, I thought I’d give it time, but after checking the website, it said I had no order history. I contacted them numerous times, and all they would say is all items were packed, I have a photo of delivery from Evri that clearly shows one small parcel delivered, my other items could not have possibly fit in. But instead of reviewing the evidence, they just keep on repeating it was packed.
I will never buy from them again.

What has happened to House of Fraser?! What used to be a highly regarded, reputable business is a shadow of its former self. Tried using a £129 credit note issued by the retailer some time ago, with a 2 year validity period, only to experience tech glitch every time tried using it recently. We were met with a persistent pop up message stating “something went wrong, please try again” each time. As instructed, we kept trying till we got to two days before expiration date, when we were forced to contact customer services to raise the issue and seek help to resolve. Despite raising the issue within the validity period, the “support” response received 72hrs later (conveniently the day after credit note expiration date) basically said nothing they can do as credit note has expired. Absolute robbery and cheek of it! To add further insult, in comparison, my husband who submitted his own request for help with them about the same issue, was responded to 72hrs later by a different customer service team member, apologising for the delayed response and issue. Furthermore, said member of the team advised he would further investigate into the difficulty experienced with using the credit note online. So there is hope still this matter will be resolved appropriately. However l am shocked and disappointed with the completely contrary responses received to the same issue. Customer service training is clearly lacking. Tighten your ship House of Fraser. It’s imperative to your reputation to resolve customer issues fairly, not carelessly. I am not prepared to just let you swallow £129 of our hard earned money for nothing.

Terrible company, I had ordered towels, when they arrived, the inner packet was open, when I took the towels out they had numerous pulls in the thread, someone had clearly had them before me and returned them. When they sent me a review to fill out I reported exactly what I'm reporting here and they refused to publish it. Utter cowards. The return process is a nightmare.

Everything was going fine until I opened my package, I received 3 items but one of them still had the security tag attached. I contacted house of Fraser and told them I needed a replacement to be told that it could take up to 19 days for this to happen (14 for the return to be processed and 3-5 for the new item to arrive at my door), this was obviously unacceptable and even though I asked for them to send a replacement ASAP they apparently couldn’t do this due to an overpowering need to follow some kind of ridiculous ‘internal process’.. It makes no sense and just went further to highlight how poor their customer service is. After that experience I asked for a refund and after reading the other reviews on here it sounds like I might never receive one but we shall see, I’d say to avoid these guys like the plague..

I returned my items to House of Fraser and received an email on July 30th confirming that the return had been received. Their website states that refunds are processed within a week, but it has now been over five weeks, and I still have not received my refund.

What makes this worse is the complete lack of customer support—there is no email address or phone number to contact customer service directly. I’ve been left with no way to resolve this issue.

This has been an appalling experience. A company of this size should not be making it so difficult for customers to get their money back after returning items. I would strongly caution others before shopping here.

I haven’t received my package, nobody knocked on my door or anything, I received an email saying it’s been delivered and a picture of the package in a bin, it didn’t even say my house number so I don’t know who’s bin and I have asked all my neighbours and nobody has received my package and I’m out of pocket £250. I expect a full refund. How can the delivery driver not even knock on my door and put it in a random bin this is appalling. Someone please help me.

I placed an order, and one of the items were missing. raised this issue with your team, but now I’m being told that they can’t do anything about it and that I should contact a "third party." I am confused, as I placed the order directly with house of Fraser not with any third party.
It’s incredibly frustrating that I am being asked to pay for an item I never received. This has been one of the worst customer service experiences I’ve encountered, and I can assure you that I will not be placing any further orders with you.

I ordered three mirrors from house of Fraser. Evri managed to break two of them. Completely smashed. I sent photos of the mirrors to HOF complaints department. Small shards of glass all over the floor. I repacked and put them in a safe area at the side of the house. I need them uplifted, but they said that because of health and safety they cannot risk collecting them and asked me to put into my car and take to the tip. Surely, my vehicle which carries my grandchildren to and from school is not a suitable vehicle to transport these. They have replaced one, but it has been delivered somewhere else, the photograph is nowhere that I recognise, in fact it looks very much like the inside of the Evri Van !!!!!!

Terrible communication! Evri (see my comments about them!) said they couldn’t deliver an order to the Glasgow store as it was damaged. Frasers update is that they are awaiting pick up by the courier. Which is it? Don’t you communicate? Meanwhile I’m out of pocket with no goods, and still awaiting a response.

Absolutely disgraceful experience with Fraser’s.

I ordered a Spider-Man toy for a child’s birthday, and they cancelled it without contacting me or offering an alternative. Customer service (agent: Thobile) wasted over 30 minutes of my time with copy-paste replies like “thanks for your patience,” before finally telling me to “just check the website and reorder yourself”, but I’d still have to pay shipping, even though the cancellation was entirely their fault for not updating stock properly.

They still had Spider-Man items available, yet flat-out refused to offer free shipping on a replacement. Instead, I was told to pay delivery charges again if I wanted the gift. Wow, just wow! That is not customer service, that is contempt for customers.

No accountability, no solution, and no respect for long-term shoppers. Never again. Avoid Fraser’s if you expect even the most basic level of service or responsibility.

I ordered a gift for family living in Spain, two weeks later they sent me an email saying that I had cancelled my order!! I had nor! And the refund is £8 less than I paid! Their customer service consists of a section In their website that takes you round in circles and gives no opportunity to speak to or even email them! Absolute crooks. I will NEVER use them again!