Placed an order for socks and paid £16, order arrived but labelled at £14 and another label offering two for £22. Complained to Customer Services but they refused a refund claiming I had accepted the price at checkout. They said I could return the order but I had already paid £5 delivery and would have to pay return postage. I will never use House of Fraser again, this is not the company it used to be

It is difficult to find the right words to describe the depth of the incompetence of HoF’s Customer Service Department. I have had to deal with it twice in the last year and both times I have been left shocked by the experiences. After my first interaction, I genuinely did not think I could ever have a worse customer service experience, at least not in this lifetime. But I did. A very long story short, it took HoF almost 3 months to offer me a resolution to my rather straight-forward case. Three weeks ago I was finally informed that I was being issued a refund, which was going to take 7 working days to process. There is still no sign of this refund and nobody is bothering to respond to my emails. The most absurd part of this is the fact that every time you chase them, your email gets picked up by a different agent. Then they will proceed to ask you to confirm details (name, address, phone number, etc) that are already available in your email trail. Following which they will either copy-paste into their reply a standard response that does not apply to your case or simply ignore you until you are forced to send another chaser, at which point your email gets assigned to someone else who takes you on yet another round of this nonsense. It’s mind-blowing. HoF Customer Service Department, please pull yourself together. And process the promised refund. Just how sad is it that I, a repeat customer, have to resort to either threatening to leave or actually leaving a negative review in order to get your attention? You should be ashamed of yourselves. Seriously.

I recently had an incredibly frustrating experience with House of Fraser's customer service team that compelled me to write this review. Despite numerous attempts to resolve a simple issue regarding a refund for an order I placed, I was met with a barrage of redundant questions and requests for information that had already been provided multiple times. It seemed like there was a severe lack of communication within their support team, as each representative I spoke to appeared oblivious to the history of my case. Furthermore, the delay in processing my refund was unacceptable. Despite returning items promptly and providing all necessary documentation, including proof of delivery, I found myself repeatedly reaching out for updates, only to be met with vague promises of investigation and further delays. The lack of accountability and ownership demonstrated by House of Fraser's customer service team was truly disappointing. Instead of proactively addressing the issue and providing a satisfactory resolution, they seemed content with passing the buck and offering empty apologies. As a long-time customer who has consistently spent significant amounts of money with House of Fraser, I expected better treatment and a more efficient resolution process. Unfortunately, my experience has left me reluctant to continue supporting a company that fails to prioritize customer satisfaction. In conclusion, I would caution anyone considering shopping with House of Fraser to be wary of their customer service standards. Based on my experience, I cannot in good faith recommend them as a reliable retailer, and I will be taking my business elsewhere in the future.

Wish I could give zero stars, charge £5 for Evri delivery, no packaging provided, box of gift came damaged/dented/ripped apart with half of the LEGO contents missing. Refusing to refund/exchange/replace, ruse and patronising customer service.

Bought a Lacoste hoodie that is fake and colour leaked but they refused a refund or replacement

I sent back some items via their website with their preferred courier. Over a month later I still have not received a refund. Their customer service email just bounces back, they have no phone number or live chat. The only option to contact them is via messenger and they simply do not reply. They owe me over £200 and there is nothing I can do. I have never been so frustrated. Do not use this company, if there is a problem there is absolutely no way of contacting them to sort it out. I am so sure this is not legal.

House of Fraser has a totally dodgy returns policy. £5 to return anything. Yet they don't tell you this on their website. Even faulty items are a problem because they ask you to contact customer services but make it viturally impossible to do so. Tip for consumers: house of fraser hides the cost of return. And it hides the customer services contact details so it's almost impossible to return a faulty item without incurring a £5 charge

I returned an item to House of Fraser almost 2 weeks ago (their courier Evri collected it). Still no refund. Customer services’s reply to my complain was ‘we still have not received it from our courier’). Surely they need to escalate it with the courier as 2 weeks is unacceptable! They however dont care and ignore all my further emails. Avoid House of Fraser by all means!

Chose one star as no option for zero...... I ordered several Eden Park garments all in size 2XL. HoF decided to send me one of these items in size small but package in a 2XL bag. I returned the item to them and they sent it back to me saying I didn't get it from them. They took it out of the wrong bag as I assume someone noticed the mistake. 25...yes 25 emails later they refuse to acknowledge their mistake. Every time I get an email they ask for the same info which I patiently provide. No one reads any of the case details ever.....I will never deal with these people again and am £85 out of pocket with no recourse. Fuming...

They sold me defect shoes and now won't take any responsibility for them. Deeply disappointing.

I ordered a maxmara coat and a timberland puff jacket. I had to return them because They didn’t fit. They did not refund me because the items were changed during transport or warehouse. God knows what happened. They can’t investigate and issue me a refund. This is so outrageous and disrespectful. I was a regular customer and I just lost £530 in order. I am so sad and disappointed.

I Paid for next day, my order failed to arrive , and was 18 hours late. I had Evri courier email saying they had the parcel for delivery (they were excellent) but, HOF email saying it hadn’t left the warehouse totally confusing !! They then refuse to refund next delivery charge and only sent a “free code” for a future next day delivery , which is useless because I won’t be shopping with them again after the exchange of emails from customer service dept . 
Don’t shop with this lot, HOF used to be quality gone down the pan now !!!

My recent experience with House of Fraser (HOF) has been nothing short of a nightmare. After ordering several items from their online store on 11/04/23, I received my package on 17/04/23. Disappointed with the quality & sizes of items, I decided to return some items as “no longer needed”. HOF accepted my return on 25/04/23. Here's where the real frustration began. The merchant had the audacity to insist on using their choice of a delivery company for the return shipment. HOF generated automatic returns label via Evri. After dropping off the return package on 25/04/23 and tracking it, I noticed that, the delivery company's tracking showed no updates from 27/04/23. I immediately contacted the merchant to inform them about the situation, hoping they would initiate a refund promptly. To my utter shock, House of Fraser refused to take responsibility for the lost returned items, placing the blame squarely on the delivery company. HOF conveniently brushed off the issue, disregarding the fact that it was their decision to use an unreliable courier that caused the problem. Not only did I lose my trust in their products, but I also lost my money for items I no longer possessed. It is beyond disappointing to deal with a merchant that shows such a complete lack of care for their customers. As a consumer, I expected the basic principle of fairness and accountability. The refusal to refund for lost returned items is a clear indication of their lack of professionalism and customer-centricity. A reputable merchant would have acknowledged the problem, taken immediate action to resolve the issue, and refunded the customer without hesitation. I strongly advise against doing business with House of Fraser. Their negligence in choosing a reliable delivery partner and their unwillingness to address the problem appropriately demonstrate a complete disregard for their customers. Save yourself the time, money, and frustration by seeking a more reputable and trustworthy merchant that values its customers and stands by its promises.

This is a joke I returned an item that I no longer wanted only to receive a pair of jogging bottoms in return as this was what I sent. I now don't have my suit and a pair of jogging bottoms I do not own. My suit was £225 which is not acceptable I paid for the return and yet this is the response I get. Customer service is very unhelpful only to say we have your email and will refer to relevant department to get the same answer. Now imagine this the item you receive is not what it should be and you dispute they have your money and will not accept this neither will I. An absolute shame. I WILL BE TAKING THIS MATTER TO THE PAPERS.

Appalling customer service. I ordered 2 pairs of trainers for correct sizing for my holiday. Ordered next day delivery so would arrive in time for holiday. A week later they arrived. The only way to contact customer service is by email. 2 days to respond. They were adamant after several emails they would only refund the difference between next day and standard delivery £5 and wouldn't provide a returns label ( which has cost me a further £4.99 upfront - not deducted from refund) Won't ever shop with them again.

No Refund for £175. I ordered 3 items online and decided to keep 1 and returned 2. I was only refunded for 1 of the items I returned. They argued for months, eventually after submitting a Section 75 with the credit they agreed to refund me the money as long as I cancelled the section 75.I cancelled the Section 75 and then they claimed the credit card company never returned the money to them, even after providing written evidence from the credit card company.I'm £175 out of pocket and would never risk buying anything from them again.The company operates multiple names including Flannels, USC, House of Fraser, Tessuti,Sports Direct, Jack Wills, Game, Scotts Menswear, I Saw it First, Missguided and many more. Not worth running the risk of never receiving your refund.

Zero stars. This is not the company it used to be. The worst online customer service I have ever experienced after receiving the wrong product which I didn’t order. I think the emails go to another country where they are trained to parrot phrases. They don’t listen and it feels like you are talking to a robot. That’s when I realise this is no longer House of Fraser. That company we used to know and love is gone guys. Whoever is there now, doesn’t care. Don’t buy from here.

They issued me with a voucher number to cover for poor customer service that caused me major inconvenience last year. When I came to use it, they said that the 10% discount portion of it was expired!! They never put a expiry date or conditions on the voucher previously. On the spot they applied a 6 months expiry date and I was just outside of that. They refused to correct their mistake even though they fully admit it. So unscrupulous, so unreasonable and so unfair. Their customer service reps sweet talk you to cover themselves but when it comes to resolving issues they are dreadful.