House of Fraser Reviews 

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!

I placed an order with the house of Fraser 4 items. Received 1 item. Contacted house of Fraser they said the whole order had been delivered. Told them I only received 1 item. There wasn’t a photograph of the 3 items being delivered house of Fraser said there is nothing they could do. So I have been charged for items I haven’t received and the house of Fraser won’t do anything about it. No customer service or care. They are a terrible company and I will never use them again and will be taking it further very upset and disappointed and feel I have been conned.

Scam do not waste your money

After updating my address 3 times during the order process, they still tried to deliver to my old address from 5 years ago. I immediately asked them to change it. Impossible. They have no contact number. After spending 90mins bouncing around the Internet, I finally managed to cancel the order with an AI bot. I'll wait and see if the monies are refunded. I won't hold my breath

Unlike many of my fellow travellers small gestures of kindness such as a warm smile can seriously brighten even the most miserable start I have after looking at my tired face in the mirror. That small miracle goes by the name Shazia of the watch department at House Of Fraser. Blessed with a kindred spirit she approached me with such a warm smile asking if I needed any assistance with the grace of an Angel. After a brief conversation I left the store with the photo I had taken of a Citizen watch that was priced lower than I'd seen in one of their competitors hoping it would bag me a bargain as I wanted to purchase two watches in the other store. Nevertheless the other store wouldn't match their price even though I was going to buy two Citizen watches from them to my disbelief which usually would spiralled my mood straight into meltdown. However, like the images of a comic book Shazia warm smile popped up in my head brushing off my disappointment as though it had never even appeared in the first place. House Of Fraser, I know you value your staff team extremely highly. However, also remember just how hardworking and valuable they all are even when customers complain. Because no matter how hard or they work and display customer care at it's very best some miserable customer that's carrying a bad experience from another fellow shopper elsewhere or just generally having a bad day for whatever will complain and your staff team are human beings to so get hurt. Shazai, thanks for making my day feel so wonderfully special at House Of Fraser something you probably do day in and day out for all your customers.

The worst customer service ever!! Did not receive all items in my order and since they do not have contact number so I had to jump on emails and the chat line for support. Needless to say that every time I chat to them they all come up with different responses to them via their chat line and emails. I ended up reporting the fraudulent act to the police as they were acting very doggy and not taking any responsibility at all. I will avoid shopping from Frasers like a plague

The company is awful. Customer service is horrible. They do not take liability for their services. After returning my order, using prepaid return label provided by Fraser.Parcel successfully sent /submitted to courier network ( provided proof ) Courier confirmed parcel was lost in trasit.Fraser refused to refund despite being liable for this.When a merchant provided retur label they are responsible for safe transportation of goods as they have selected courier services. Courier confirmed that it is Frasers who is responsible for claims and compensation.Frasers refused to provide refund.Charge back raised with a bank and resolution was instead my favour ( with all provided evidence) Fraser shared my personal details without my consent to third party company. NBCS sent letter claiming that their customer claimed to never received goods ( false allegations). Company Frasers is going to be bankrupt very soon and seling customer details without seeking consent to civil recovery agencies in hope to gain money.Do Not Shop From This Company

As a regular customer of house of Fraser, I have returned multiple items from my order, they refunded only for one item and the customer service team is not helping at all, it is a pity that they are ruining a big British name deliberately

Purchased a couch and chair , recieved delivery notice 2 weeks on no items and no one will answer when I will get it , customer service is ridiculous, chat bot and pre populated response emails saying the same thing over and over again , yet I paid in full for a item and over £500 and getting no where fast !

Absolutely a scam when it comes to returns. Bought a pair of shoes, which turned out to be too small (even though it is the size I always wear). They charge for returns, and on top of that I was informed that my return has been rejected. When I enquired as to why, I was told that the shoes had been used. I had tried one shoe on, at home, it was too small, so I put both back in the box and sent them back the same day they arrived. So I have no idea how they could have been used. Now I’m waiting for them to send the shoes back to me.

I paid for a watch and had to pay for delivery. All I received was damaged packaging. The watch hasn't been delivered.
I contacted customer services with photos as proof, but I've been told they're not going to accept my claim.

No refund and no watch. Daylight robbery.

In my opinion they are a bit shady , as I was given a truthful review about the fact that they use a third party partners which send me a stain item and after a lot of trouble to return it, still no refund. And when I wrote this review on the item in case, they did not accept my review. If you don’t want a lot of trouble do not buy at (house of Fraser online), complicated returns which you pay for it , impossible to contact these” partners”. They should specify when ordering that certain items are not coming from them but from some else and in case of a problem they are little to no help.