House of Fraser Reviews 

Received my £400 parcel today. The Jean received was advertised as skinny fit but came as regular fit. The item on the website was advertised completely wrong and HOF support team were uninterested in helping as it was the correct item number. Then decided to end the chat when I asked them to collect for a refund. Buyers beware of the website being completely wrong!

Worst online shopping experience.. First parcel they sent out was lost.. They eventually sent out another parcel after contacting them several times. One item was missing.. I am now told that they have opened an investigation, sent me the investigation number like Im part of the investigation and I have done something wrong!! Parcel Investigation - [#17599658]. Now I have been told to wait until the investigation has concluded. Like I'm some type of criminal.. I have emailed them so many times been and on their chat box and have had no satisfactory outcome.. I will never use this company again and strongly advise anyone else not to!!!

I have been using house of Fraser for online orders for many many years I have never really had any issues until recently . I purchased a number of items online totaling around £300 . For some reason my order gets canceled but the money still gets taken from my account . I was told the order was cancelled due to insufficient funds. This was not the case. I then trust the fact the money would be returned and place the order again with a different payment method . After days the order status never changed. I contact support who tell me the order is not valid and the money will be returned . There has been no explanation at all as to what's going on . They still have my money from the first order and after 2 days of talking to support they insist it's nothing to do with them despite providing the authorisation number from my bank. It's impossible to talk to a human being and all support staff are utterly useless and have no clue how to help. Most don't understand English or what you are trying to say via email. This has left me wanting to never use this company again. Saving costs on poor customer service is costing them customers surely.

Absolute joke of a company provided images of clearly damaged item which is a present to be told can’t help won’t be using them again stay away unless you want to be out of pocket

If there was a zero I would award that score to HOUSE OF FRASER.
Their customers service is awful.
Ordered items from House of Fraser 46 items.
They arrived in two boxes and one bag boxes were badly damaged on arrival. One of the box with bath salt and bubble bath burst all over the items. I informed House of Fraser and let them know I would be returning my order I asked customer services for help to return the items. They told me to go to their portal and buy a returns label £4.99 I did this but unfortunately they give you one label for each order number.I had two boxes and a bag to return so required three labels. After several e-mails informing the of this and getting no help I asked for the items to be uplifted. I was told no I had to take them to the post office counter. E-mailed informing them that the boxes weighed over two stone each and the post office counter would not accept them. As an elderly pensioner I could not move the boxes. Eventually they agreed to get them uplifted by DPD I decided to take a picture of the DPD driver with my returns. He gave me two tickets with the tracking numbers. After e-mailing Frasers as I had not received my refund I was told they had not receive my returns. More e-mailing asked them to escalate my e-mail to a manager I sent the picture of the DPD driver collecting my returns and the tracking number tickets Eventually they said they had received the bag Meanwhile I received an e-mail from Frasers telling me that the chair I returned was not sold by them I e-mailed informing them I did not order a chair The chair was delivered to me I told them I did not want it as I never ordered it. Frasers said give it to charity we don’t want it Now I was getting upset about all this, it was stressing me out My conclusion is DPD had mixed up the returns and returned the wrong parcel to Frasers I asked Frasers to look into this with DPD and they were not interested They said I would not be refunded for the missing box and this applies with their terms and conditions.
I then contacted PayPal to raise a claim for the money I was owed from House of Fraser.
This too has been an absolute waste of time.
I sent all my information, pictures and tracking labels to PayPal.
In the information I sent I informed PayPal I sent two boxes and one parcel and house of Fraser claim they only received one box and I want refunded for the missing box which House of Fraser arranged collection with DPD
I now have an e- mail from PayPal telling me House of Fraser will refund my money once I return the second box to them.
Can anyone from House of Fraser or PayPal understand I don’t have the second box it was uplifted by DPD along with box one and a bag.
I have sent a picture of DPD uplifting my returns and I have the tracking numbers.
I’m closing my PayPal account as they have been no help in getting me my refund.
Eleanor Young

Order ID: HOF50002002336609
Should have been delivered days ago. No information or tracking on website and HOF just blame 3rd party seller. 3rd Party seller say contact HOF. Absolute shambles.

Worst place to shop. At the location in Rushden lakes. Horrible customer service. I went to purchase an item and was told a mistake was made and the price online and the in store was different from each other. Elderly woman no manners said to me its a human error and I need to pay a higher price other than that which was labeled on the item. Anyways I told her I dont want to buy it. I would never shop there again. In retail business the price you see is the price you pay. I dont know who would hire someone without this basic knowledge in retail. I was so upset as I really wanted the item.

Absolutely appalling.
Received goods thrown into the bottom of the delivery bag, utterly creased and unworthy to wear!
Customer services told me to use my common sense to return faulty goods in my own packaging? With no paper work and so forth? The replies I received were abhorrent and wholly unacceptable.
Maybe, just maybe someone from Frasers should look into the customer service and warehouse?!
I definitely won’t buy from here again and continue shopping at Selfridges.
I’m expected to pay £4.99 for a returns with no suitable packaging?
Having read majority of the other reviews on this platform, people loosing money, goods not fit for purpose?
I feel an investigation should be carried out, this is not acceptable from this company.
Times are hard at the moment, having a treat etc is precious and all this company is doing is causing unnecessary suffering and stress for their customers.

Ordered a Boss handbag. It arrived marked and scratched. Returning it, I was still charged return postage costs despite stating it was damaged. They received it back 6 days ago, and I am still waiting for my refund. This is far too slow for me. I will not be using them again.
UPDATE: I HAVE NOW RECEIVED MY REFUND.

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.