House of Fraser Reviews 

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.

I ordered a jacket for my elderly father for his recent birthday. When the jacket didn’t arrive , I kept checking the tracking only to read that it was experiencing delays . More than a week after the expected delivery date I finally managed (with some difficulty) to get through to their so called customer service . They asked me if I wanted a replacement, which I said that I did .Two minutes later I received another email saying that the product was now unavailable & that a refund would be issued. I was so angry & frustrated by the whole experience & would never shop with them again . I only bought from them in the first place as I believed them to be a reputable & reliable company. How wrong I was . I wish I had read these previous reviews before I made the purchase . Never again .

If I have paid extra for DPD delivery, that means I want DPD delivery NOT EVRI which is much cheaper!!! So clearly it is not the cost or the speed which is important to me. I will never buy from Fraser again.

SMASHED MIRRORS NOT PACKED WELL FOR GLASS NO WONDER IT CAME SMASHED I WANT MY MONEY BACK, WILL NOT OPEN THE OTHER ONE WAY TOO DANGEROUS

The boots I bought are letting in water despite hardly being worn and being ‘waterproof’. Their website is ludicrous - trying to find how to return something that is imperfect or not fit for purpose is impossible; they assume it is a change of mind, and even then you pay for the return, and they can ‘reject’ it. Really poor quality despite only being worn a few times, terrible customer service with no clear way to get in touch. It’s like they really don’t care. Won’t be buying from them again. Avoid !

Purchased an item on September 19, parcel was subsequently lost by Evri. HoF certainly came across very uninterested in dealing with the situation. Always the same feedback. Took six weeks and the threat of being reported to Consumer Advice Scotland before I received a refund. Won’t shop at Frasers again.

Avoid like the plague
I ordered trainers from another company. They used evri. Evri stole my parcel. I had to wait ages to get a refund. I refuse to use anyone that uses evri. I found the same trainers on house of fraser website. I saw that they offered DPD delivery next day at 11.99. Great I thought so I bought them. I didnt get a confirmation email from DPD which I thought was odd so i decided to check reviews. I found loads of reviews saying people paid for DPD but they sent via evri instead. So I went to contact them. They've made it nearly impossible to contact them. Eventuality I managed to get on chat. I had to keep saying speak to advisor to get through to a human. I stated my concerns and asked them to make sure they send via DPD as evri have been stealing my parcels. They agreed it will be send by DPD. Well 2 hours later I get an email from evri saying they're collecting the trainers from house of Fraser!! Then the next day an email saying evri are running late and they're try again the next day!! I paid extra for DPD next day delivery. Not evri. False advertising and they're stealing from customers. I'm going to trading standards with all the proof and I'm contacting DPD to see if they even use them as I suspect they don't. Please avoid them. You'll regret buying from them. I now have to wait to see if evri will actually deliver them. Which I very much doubt so I'll have the trouble of going to my bank and reporting them to get my money back! Disgraceful

Zero customer service. Website is useless. Advises you to contact customer services for cancellations or order queries but provides no email to do so!

One of my orders where due yesterday and I found out I had not even been processed, the other order well part of it was delivered yesterday to the wrong house. Been trying verify who I am since 1.30 it’s now 3.23. There 3 to 7 days delivery in not correct and we pay £4.99 so it’s not free. I am trying to cancel all my orders with them and use a proper business

Absolutely terrible experience – avoid this company!

I ordered a coffee table almost three weeks ago, and it arrived without the screws needed to assemble it. I contacted customer service right away and was given three options: a £10 refund, a full refund upon return, or an exchange for a complete item. I chose the exchange, and they told me someone would contact me and send a return label.

That was weeks ago, and since then — nothing. The last email I received was on October 10th, and they’ve completely ignored me ever since. I’m now stuck with a useless table sitting in my living room that I can’t even put together.

This is one of the worst customer service experiences I’ve ever had. They take your money, send incomplete products, make promises they don’t keep, and then disappear.

I will never order from this company again, and I strongly advise others to stay away unless you want endless frustration and wasted time.

How the hell is this company allowed to trade???trading standards must be so easy to please...this company is a scam of the highest order...spread the word...karma will hit these dogs hopefully sooner rather than latter

Appalling......shocking service.
Paid and still haven't received goods.