Purchase from House of Fraser at your own risk! Terrible company, terrible service, especially when it comes to handling returns and refunds.

DO NOT BUY FROM THIS COMPANY Awful experience with House of Fraser. Purchased a Ted Baker watch and it never arrived. When taking the matter up with customer service it was a terrible experience.Firstly told a replacement would be sent. When I made a complaint next thing you know there is no more stock and a refund would have to be issued even though there were 10 left in stock being advertised online.Thought House of Fraser was a reputable company unfortunately it is not.Under no circumstance should you buy from this company. Also talking to an actual person is a no no . They only communicate by email or a generated computer assistant which reverts back to email.

I will never buy anything from House of Fraser again. I bought 2 tops, identical except for colour, wore each once then washed them together in a 30 degree wash. One shrank by 4 centimetres, so I sent it back for a refund. House of Fraser returned it to me, saying that they could find no manufacturing fault and I was therefore not entitled to my money back. So I raised a complaint and included a photograph of the two items side-by-side as evidence. But they refused to budge, and subjected me to the 'broken record' technique. So I escalated it. The response from Jan (part of the management team) said "A product shrinking within the wash is not classed as a manufacturing fault.". So there you have it - House of Fraser does not believe that the Consumer Rights Act applies to them. I have given the top to Oxfam.

such bad customer service , returned a top that was not correct size but they did not have the right size so got a credit note . Then went online to purchase correct size and used the credit note to do this , which then just left me to pay for delivery , which i did and authorised debit card payment for this . I then found that the total amount was taken for the new item plus delivery and they said the credit note did not get accepted properly . They now want me to return the item , wait 10 days for a refund , then order the item again ( and i am now concerned that this whole episode could happen again ) , and when i asked why they could not just refund the amount of the credit note and keep the delivery charge and then i can just keep the item, i was told this was not possible. This is a whole waste of my time and such an inconvenience when i thought online shopping was supposed to be making things easier , Once i have sorted this whole episode out and spent the credit note , i will no longer shop with House of Fraser due to their poor performance in this matter

We had been looking to purchase a suite for some considerable time. By accident we passed through the furnishing Dept at H of F Cheltenham and saw a suite which took our eye. We were welcomed by a gentleman who made us feel very comfortable and relaxed. He answered all our questions and offered advice when we requested it. Such that we went home checked some dimensions and returned that afternoon and placed an order. May I say the salesman was very patient, not at all pushy, very knowledgeable and I would say that it was mainly through him that we placed ther order.

I thought House of Fraser a reputable company how wrong l was!!!!!!! I went into the Maidstone store to purchase a new sofa. I was served by a man who was apparently the furniture manager ?????? I ordered a set of the sofas to be exactly the same as the ones they had on display. Whilst he was gathering the paperwork he was telling me all about the evening he had had the night before, how he hadn't had any sleep at all as he had been at the vets with his dog until 4am and then been up early for work. So, I signed all the paperwork and left. Delivery was scheduled for sometime in February. I then received a phone call from the delivery company on Monday 5th February saying that they would deliver on Saturday 10th between 7am and 7pm. Unfortunately there was no way I could be in that day but they said there was no option "Saturday or nothing!" They said if I couldn't be in to take delivery I would need to contact the store I purchased from for a refund as they would not deliver any other day ???? I then had to contact HOF head office but they had no record of my purchase ??? So I had to contact the Maidstone store who finally managed to arrange delivery at a more convenient time. The sofas were then delivered on Wednesday 7th February. To my surprise when the delivery men unwrapped the sofas, they were not the same as the ones I had ordered from the store. The feet were a very dark wood, the ones in the store were oak. I ordered exactly what I had seen on the shop floor! I phoned HOF head office and was told I needed to contact the Maidstone store directly. I then called the Maidstone store directly and they told me I needed to call the head office and they gave me a different number. I called this number and they took my details and assured me someone would call me back. A sales assistant then called me to tell me that the person I had dealt with was away until the following week and he would call me back upon his return. By the Tuesday I had still not heard anything so I called the store back.........this time I got to spoke to the person I dealt with. He was rude and aggressive with me. On three separate occasions I had to ask him to stop shouting at me. By this time I was feeling very uncomfortable and had to hang the phone up. After I had stopped shaking I called HOF head office which was in Sunderland, with a Sunderland area code and who answered ............. the same man from the Maidstone store???? Brilliant, he then started shouting at me again. He was saying I had specified the dark feet, why would I do this when I wasn't even given a choice of the colour of the feet. I ordered the same as in the store, which was oak. Had I known there was a choice and been given the option, I still would have ordered the oak as that is what I wanted. I then remembered back to him telling me how on the day I had ordered my sofa he had had no sleep the night before, maybe he should have not gone into work that day as it appears HE has made mistakes ! This dispute is ongoing and they have now said that I can have the feet that I first ordered but at an extra cost to myself ? The emails I receive regarding this are unsympathetic and patronising. For something that was their mistake in the first place the customer service is appalling! To summarise I have had an extremely disappointing experience (that I fear is not over yet) and I would like to warn people to steer clear of this company as they are unknowledgeable, unprofessional, rude and aggressive!!!!!!!!!!!

Placed on line order yesterday for a coat £70 paid with credit card the website payment said it had not gone through put me back to shop wesite to put payment through again and then again i then phoned the online house of fraser website to ask what was happening to my oder and was put through to call centre iin cape town south africa not happy so i asked to be put to a uk call centre could not do that phoned twice again cape town south africe who in the right mind wants to talk to them about a promlem next phoned my local store in nottingham asked for customer srevice in the uk no again put through to south africe unbelievable phoned house of fraser again great got uk centre spoke to rosie said they did not use call centres in south africa checked and then said yes they did have calls transfered when busy she put the oder in herself said it would not work declined then checked my account to find three payments had been withdrwa!N by them and put my account £100 overdrwan disgusting. phoned h of f agai!N spock to ellis phase eiight manager said she could order coat turned out she could not said she would speech to another manager waited and waited for her to phone me back never happened i then had a call from customer oline services from cape town south south africa saying he had been asked to call me and had no idea why i ended call i am still triying to short out this awful mess they have created-for me all for a siimple online order this company has a seroius problem which needs sorting out i shop a lot with john lewis and would never ever have been treated so apporingly shame on you house of fraser online customer services

I am dismayed at the lack of concern displayed by this company. I have been a loyal customer for over 10 years, and the treatment I have received at a managerial and executive level has been deplorable. On July 7, 2017, I visited the Leicester High Cross, HOF location. The store was closing within the next week. I selected three items I wanted to purchase. Initially, I thought the items I selected were on sale due to there being three racks in the same area with the sale signage above them. As I approached the till, I noticed a sales associated whom in the past has displayed extremely rude and surly behaviour towards customers. I was relieved when I realised that she was not actually working at the tills checking out customers, but rather, standing beside the associate who was checking out customers. The associate at the till was very pleasant as always, I immediately, asked the associate it the selected items I wanted to purchase were on sale, due to me observing the same items scattered at various sections throughout the store. The rude associate immediately barked "These are not on sale", I responded, "Okay, I will show you where I picked them up from". The rude associated walked off, and I followed her. I pointed to the clothing rack where I selected the items from, and she loudly yelled "There is no signage here". I looked at the rack she was referring to, and I responded: " You are right that is my mistake, there is signage on both racks beside this one in the middle, so I made a mistake, no problem". As we proceeded to walk back to the till, where the other associate was waiting to continue with my purchase. I apologised to the associate for making a mistake. Shockingly, The rude associate yelled three times to the associate "There was no signage there, she was just saying that". At this point, I was completely baffled and insulted. I replied to the rude associate "We have already established that it was my mistake, there are items on various racks throughout this sections, so it is not unconscionable, for a mistake to be made". The associate continued to speak about the signage, and imply that I falsely stated that the items were on sale. Frustrated, I responded, "I am no longer speaking to you, you are not the associate checking me out, so stop talking to me". After that statement, I ignored the rude associate and only would respond to the associate at the till. In response to my actions, the rude associate called security and lied by stating, that I took my hand and physically put it in her face and threatened her. Thirty-seconds later, a security officer approached myself and told me to leave the store. Immediately, I began recording this incident with my phone. The security guard attempted to obstruct my view with his hand, I advised him that I was an attorney and I was well aware that it was within my right to record an incident, where I was being falsely accused of something. The security guard began questioning the associate who was helping me, and she advised him that she was the associate helping me, and she did not have a problem with myself and would continue my transaction. Standing off to the side, the rude associate, showed her dissatisfaction with the security guard not force me to leave the store, based on her stories, so she approached a manager and told her the same stories she originally told the security officer. At this point, I had two security guards and a manager standing beside me attempting to figure out what exactly transpired. I have never been so humiliated in my life. I explained to the manager what transpired, she was pleasant and understanding. I further advised her that her employee lied, solely because she was angry that I ignored her. As I left the store, I was distraught and in tears. I live within walking distance of the HOF location, but I was too rattled to walk home, and instead I had to call a taxi. The level of distress I suffered that day was unimaginable. On July 10, 2017, I contacted HOF and spoke with customer service. I explained the incident to an associate.I further stressed to the person I dealt with, that as a professional who has had a long and successful career, all of which could have been damaged due to the dishonesty displayed by one disgruntled employee. This woman falsely accused me of physically threatening her, what if the police had been called? This seemingly minor issue could have escalated further. I requested that the store footage from July 7th at 3:30-4:00p.m., be viewed by the investigative team at HOF. I further advised the person I dealt with that I had two videos in my possession, which memorialised the incident after the false accusation. The person I dealt with apologised and provided me with a reference number. She assured me someone would contact me with 24 to 72 hours. Needless to say, on July 13th, after failing to receive any follow up from HOF, I contacted HOF customer service for the second time. I spoke with a rep who advised me that it appears someone looked at this complaint but did not include any notes relating to the outcome of their investigation? I expressed concern that since this particular store location was closing in a matter of days, and I was suspicious that the store relations team may not actually investigate this matter. I requested that the rep allow me to speak with a supervisor. To my surprise, he responded, that no one was available for me to speak with and that I would need to send a normal complaint via email to HOF? So, it appeared that irrespective of me filing a complaint about the phone four days prior, I would need to submit a complaint in writing in order to receive a response? As a consumer, I understand the importance of allowing a business to investigate and rectify a matter as it relates to an unpleasant in store experience. As a loyal customer of HOF, I wanted to allow the company the opportunity to do so, prior to me posting the videos of the incident online. However, it appeared that HOF did not take this complaint seriously, nor investigate this matter in a professional manner. After the filing, of my initial complaint on July 10th, I contacted HOF on four different occasions for a response. Additionally, I emailed the Store Relations Rep, requesting follow-up communications. He advised me I would receive a response within 48 to 72 hours. However, four days later, I did not receive a response, and my emails went unanswered. Of course, after the closing of the Leicester store, any incentive for the store to resolve this matter, was voided. I filed my complaint via Resolver, eventually, a HOF representative offered me a 20GBP voucher as a concession for my experience. How insulting for this company to attempt to dismiss this serious matter with a voucher? I contacted HOF's executive office and I provided the video footage I had in my possession, explaining that the footage began after the employee called security and made the false claim. I requested from the date that I filed my initial complaint that HOF reviews the store video surveillance to corroborate my claim that the employee lied about me physically threatening her or pointing in her face, prior to the start of my personal video. However, HOF dismissed my requests and my complaint and only conveniently attempted to investigate this matter after the closure of the Leicester store, which was beyond the promised 24 to 72 hours. If this matter had been investigated within the appropriate timeframe, the managers, employees, and video footage would have been available for questioning and examination. Instead, I have received an incessant number of emails, offering the disclaimer that an investigation could not be conducted due to the store closure, and that store video footage I have requested to be viewed has not been nor has an attempt been made to do so. I recognise that the store closure created a challenge in investigating this matter, however, considering the allegations made in my claim, it would have appeared that HOF would have begun their internal investigation within 24 to 48 hours after the complaint was logged. Instead, five days passed without the launch of an investigation. I requested on four separate occasions that the store surveillance camera is reviewed, which would have bolstered my position that the employee falsely accused me of committing a criminal act. The fact that HOF has failed to attempt to review the footage is of great concern. Irrespective of the store closure, the employee who precipitated these course of events, was working as an agent of HOF in a professional capacity, thus, it was the responsibility of HOF to actively work to resolve this matter. The blatant disregard and unprofessionalism displayed by the executive office it unacceptable. The last email I received was from a man from the executive office, closing their case on this matter. In response to this treatment, my friends as well as myself, have gathered all items purchased online line from HOF, and returned them for refunds. We refuse to spend our money with a company who would treat a customer in this manner. I am on a campaign to expose this company and spread the word to every consumer that they are not valued as customers at HOF

Order didn't arrive that I purchased on line . I then spent time phoning customer service I had to reorder product and pay £6.00 for a designated day delivery. Order did arrive on that day however the order had not been completed. I received no notification in advance that the order would not be completed .If I had I would have cancelled the complete order. I then had to spend further time phoning customer service ! It is truly a challenge dealing with customer service . They wanted me to be inconvenienced further by taking the one part of order back to the store or sending it via post. I will NEVER purchase anything from House of Fraser again, Be very aware !!!!

I only shop online with HOF but highly recommend their service. I love the variety they have to choose from. Also when returning small items such as clothing you can use the 'Collect' service and take you parcel to a local participating shop (such as a convenience store) and the parcel will be collect from there so you don't have to go the to post office or wait for a courier to collect. Refunds are always received within a week. I have shopped this way for a while now and so far can not fault them.

Their customer services is outrageous and if they don't want to deal with you, they simply ignore you. I've been waiting over two months for a refund because an item was lost in the postal system and they refuse to investigate. If I'd known that this Company had been bought out by someone else from overseas, I wouldn't have shopped there and won't be again.

me and my husband shop regular in nottm and have never eaten in the house of fraser im glad we did the food was amazing and the staff were very friendly and helpful it was very clean and very relaxed atmosphere and excellent value for money there wasnt anything i didnt like about it

Buying furniture & carpets from HOF is a joke. Furniture comes from SCS. Capet fitted is not comparable to instore sample and their customer service is the worst I have ever come across. Rude and defensive with no will to try to rectify any problems.

My 'new' shoes had a scratch. To hide the scratch, they used a darker shoe polish to hide the scratch... Unfortunately, when I 'tested' the shoes, it was night time and there was not enough light to see the color difference between the left and right refurbished shoes. I went to work and discovered the bad work...As I was using my shoes, ~House of Fraser did not want to refund the shoes.

My 'new' shoes had a scratch. To hide the scratch, they used a darker shoe polish to hide the scratch... Unfortunately, when I 'tested' the shoes, it was night time and there was not enough light to see the color difference between the left and right refurbished shoes. I went to work and discovered the bad work...As I was using my shoes, ~House of Fraser did not want to refund the shoes.

My issue was with an online order. Never again. I have never shopped with House of Fraser and constantly order from ASOS, Debenhams etc to Australia with no issues. I ordered this parcel and it never arrived. But that is not the issue, I have copied the email below that was sent back to me after I queried the order and I quote. “I'm afraid due to the amount of time that has passed, we are unable to track your parcel as our tracking systems and the couriers tracking will only go back 99 days. Unfortunately there is nothing we can do. I know this won't be the outcome you were looking for.” I find that quite shocking customer service. I had to reply back and be told there is actually something that can be done - a declaration form. This should have been done automatically. Or rather instead of getting the customer to email again to say this is not unacceptable, then be told there is something they can do, fill it out, find a scanner and send back. Why can’t the team not investigate it themselves? With technology these days to be told an order can’t be tracked past 99 days it is quite unbelievable and a lie. I will use the voucher and will never use this company again or recommend to anyone