House of Fraser Reviews

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★★☆☆☆
1.8 / 5
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House of Fraser

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Latest Reviews

★☆☆☆☆

“appalling customer service ”

Written on: 17/11/2014 by vidicatrixs (1 review written)

I recently visited the house of Fraser at lakeside with my daughter with a complaint regarding boots she had purchased that had zips on the inside that clanged together like an anchor chain as she walked .We were greeted by staff that had no empathy at all. We were lied to continuously.First being told that they did not know who she spoke to on the phone two hours before this is a small shoe department,when a young lady spoke up and said it was June this was totally ignored by Victoria the… Read Full Review

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★☆☆☆☆

“Worst shopping experience”

Written on: 13/11/2014 by Kaajal83 (1 review written)

As a newlywed I found shopping for furniture for our new home enjoyable, until I had to deal with House of Fraser and their concession departments. Since buying a dining table and 4 chairs from the Shabby Chic range and a bench from Dickins & Jones I have had the worst customer experience I have ever had. I placed the orders in the Oxford Street branch on 28th September 2014, paid in full by cash and was told that there would be a 2 week wait for the Shabby chic I gems and a 3-4 week wait for… Read Full Review

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★★★★★

“great customer service”

Written on: 07/11/2014 by Scottyd211 (1 review written)

Had a faulty item went back to refund they refunded in my gift card without any questions and gave me very good customer service i was very happy… Read Full Review

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★☆☆☆☆

“Just a terrible unethical company”

Written on: 31/10/2014 by cjJordan451 (1 review written)

Terrible service from House of Fraser - my eVoucher details were correctly entered, entered my credit card details to pay the balance of the order. The FULL amount was debited from my credit card which resulted in an overlimit fee from my credit card company. I called HoF to complain, they tried to imply I hadn't used web interface properly (seriously, after 20 years of being an internet user!), said they'd call back to resolve it, never did and still haven't processed the payment using the… Read Full Review

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★☆☆☆☆

“Would Award Minus Stars If I could”

Written on: 22/10/2014 by oscar456 (2 reviews written)

Useless service throughout, would not recommend and would not use again. Placed an online order with them, only to find that a second order unknown to me had been created and debited from my card also, Only noticed this when my card statement arrived. Customer services uninterested, told me second order was awaiting collection in store and to to collect the second order and return it. Attempted to collect the odder, collection point and surrounding tills unmanned, only one member of staff on… Read Full Review

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★☆☆☆☆

“broken promises all the way”

Written on: 29/09/2014 by IvyShepherd164 (1 review written)

I ordered some clothes for saturday evening delivery. No delivery - had an online chat explaining I needed an outfit for Monday so would go shopping Sunday and could they not deliver - they agreed. i was very clear I did not want the delivery, nor the hassle of returning goods via the post office, as I work irregular hours (hence sat evenng delivery was perfect.) Sunday while I was out - delivered to neighbour. I don't get along with y neighbur, HoF by ohne said they would get the courer to… Read Full Review

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★☆☆☆☆

“14day returns policy consumer friendly ?”

Written on: 05/08/2014 by wpBowman58 (1 review written)

I have had an extremely negative experience in attempting to return a garment to HoF having inadvertently transgressed the extraordinarily severe 14 day returns period. Totally unaware of this policy I attempted to return a Coast jacket 3 days after the expiry of the return date. It was for my nephew's wedding the previous week and due to the extremely hot weather, I could not wear it. I therefore do not need it and being retired could do with the money being returned to my bank account. I was… Read Full Review

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★☆☆☆☆

“WORST CUSTOMER SERVICE”

Written on: 23/07/2014 by jacquibaker50 (2 reviews written)

We called into House of Fraser Guildford on our way home from visiting friends on Sunday and spent £253 on heavily reduced household items. We paid for the items and left before they were packed as we were told we could collect them later at their collection point outside. About an hour later we drove up to the collection area and my partner rang the bell and the guy came out with some bags and put them in the back off the car and said he had a few more to get. When we got home the bags had… Read Full Review

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★☆☆☆☆

“thought this would be a trusted brand....Not”

Written on: 18/07/2014 by LeiaBrennan (1 review written)

Ordered a Paul Smith suit in store for a wedding. It arrived the day before the wedding 6 inches too short! As I got £5 apology voucher. Made a purchase online; ordered on the 2nd of july 16th of july, still waiting. have called numerous times. Their customer service operative Russ said, nothing we can do until we interview the driver. This could take 30 days and wont do anything. Wont be shopping with this company ever again… Read Full Review

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★☆☆☆☆

“Damage to property”

Written on: 15/07/2014 by Griffithsnik (1 review written)

House of Fraser and Hermes broke my garage door by illegally opening it (which they admit) by forcing it open. This is in April. They offering £20! And they refuse to answer my calls. Never use them… Read Full Review

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★☆☆☆☆

“no website service”

Written on: 14/07/2014 by HeatherGrant (1 review written)

I tried to place an order to be sent to the US. The website had the International Delivery option dulled without explanation as to why - I sent email messages (three!) advising of the problem and asking for assistance to get it fixed. All I get is a stupid canned response that if I want international delivery I should check that box! Obviously no one there actually reads customers' emails - terrible service… Read Full Review

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★☆☆☆☆

“Returns policy”

Written on: 11/07/2014 by Karleyz388 (1 review written)

I bought a fancy and expensive dress for my stepson's wedding. When I unpacked the next day, I looked at the dress for care instructions, and discovered a four inch long ladder in it. Becsuse the Phase Eight manager wasn't there, they got a House of Fraser manager who said, and I quote,'It's your word against ours'.She went on to compare my dress to a paie of tights. Not acceptable custoner service. Very,very very disappointed… Read Full Review

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★☆☆☆☆

“NEVER AGAIN”

Written on: 11/07/2014 by Pagewf317 (1 review written)

Bought 2 pieces it luggage from house of fraser in August of 2013. the zipper on one of the luggage is broken and the material on the corner of the case has also frayed. Went in store today to have it exchanged as comes with a 10 year manufacturers warranty. Manager on duty advises the can only repair the broken zip and that the frayed bit is down to wear and tear. Seriously, I am not stupid neither is this the first time i have bought or suitcase or traveled. I find the level of service… Read Full Review

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★☆☆☆☆

“Poor Customer Service ”

Written on: 10/07/2014 by Elizabeth_Rose (1 review written)

I bought a silk blouse on-line for £140 a week later it was reduced by £40. I rang to ask if I could have the price reduced to £100, admittedly this was a week after I had seen the reduced price due to family commitments and work. They said they were unable to do this as they don't do price matching, I've spent over £600 with them in the last two months! John Lewis price match with no quibbles and I can return their goods within three months for a full refund instead of a poxy 14 days! HoF… Read Full Review

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★☆☆☆☆

“WORST CUSTOMER SERVICE ! Will never use again!! ”

Written on: 05/07/2014

Worse email/online customer service! Ordered online & returned within a couple of days. They decided to give me an online credit as they say they can't tell when I returned the items. My issue though is with the people/system of the customer service they give via email. Emails are obviously pre populated & they don't read the content fully or answer any questions posed in your emails. They said on two occasions that they 'knew' that I had sent the items back before the 14 days however they… Read Full Review

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★★☆☆☆

“Poor Customer Service”

Written on: 29/06/2014 by 102Allen (1 review written)

The online shopping experience at House of Fraser left me extremely disappointed and dissatisfied. I had placed an order for a lovely pair of trousers that I really wanted to get as they were no longer in stock in shops. The next morning I received an email saying my order had been cancelled and that they had attempted to contact me to verify contact details. Nobody at House of Fraser ever rang me, it was simply cancelled. I rang the customer service line and they were of no help. The… Read Full Review

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★★★★★

“Brilliant Place to shop”

Written on: 28/06/2014

I went to Selfridges in Birmingham and had a very bad service. I needed to buy a dress for a Christening. I went to House of Fraser Birmingham and bought a £180 for £21. I couldn't believe it. The staff were so helpful and friendly, they didn't mind you asking any questions. The most important thing is that they didn't ignore you, even if they were just walking past. I spent two hours enjoying shopping in House of Fraser. I ended up buying more that I should but the selection was… Read Full Review

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★☆☆☆☆

“Refund refused for return late by 2 days”

Written on: 27/06/2014 by Reviwperson (1 review written)

HoF insisted on giving us a massive £600 credit note for a return two days late. I begged and cried on the phone for the money back but it was like talking to robots. They couldn't care less. Biggest gripe is putting further profits into their hands by using the vouchers… Read Full Review

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★★★★★

“Great service at Telford Store”

Written on: 27/06/2014 by Changqin (1 review written)

To whom it may concern. I'm writing to express my gratitude for the excellent service that I received in your store in Telford Town Centre. Last Friday, 20th June, I came to the store looking for a dress for my son's graduation. I was in for more than an hour, and six staff from different sections offered me help and advices. They were very friendly and very patient with me. The two staff at the fitting room were really great. One was helping me choosing in the store and the other was… Read Full Review

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★☆☆☆☆

“Rude and ignorant House of Fraser manager”

Written on: 19/06/2014 by Vogel332 (1 review written)

Worst customer service in my life! Had to wait over 15 minutes at the till to pay for items. There was no queue. Staff not trained properly how use tills and didn't know nothing about HOF and after 15 minutes so called managerl arrived and showed staff how to use till. He was rude and had nerve to claim we only waited 2 minutes! Cctv never lie! No explanation or apology from "manager". Arrived at till 20:24 reciept printed at 20:40. Been shopping at Houser of fraser for years.. but never again!… Read Full Review

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Reviwperson's Comment

Written on: 27/06/2014

Good for you! I've just had the same problem with a £600 credit note for a return that was two days late.

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