House of Fraser Reviews
Latest Reviews
★☆☆☆☆
“Incompetent trained sales assistant”
Written on: 19/05/2013 by Larly
Went to House of Fraser in Blue Water. I went to the bare minerals counter to be colour marched for a pressed mineral foundation. When arriving at the counter the staff in attendance said they could not help me as they were already engaged with a customer. But I could wait 30 mins to talk to her, or that another assistant would be along shortly and I could wait. Having not been to this outlet in over a year I decided waiting would be the best option. So I browsed the shelves with my 3 yr old... (read more)
★★☆☆☆
“feel like we wre being stalked”
Written on: 16/05/2013
Went to the House of Frazer shop in Wolverhampton this week ,lots of staff standing around each one I passed said "you alright there" even when I was busy looking at something they bothered me when i was obviously not interested in talking ,I know that the staff have been told to speak to customers but ,oh please not"you alright there ",this happened 8 times and in the end I got fed up and walked out of shop really felt like I was being stalked, I will ask for assistance if and when I want... (read more)
★☆☆☆☆
“Disappointing”
Written on: 15/05/2013
As an Irish customer, I am really disappointed with House of Fraser Online service. Ordered 8 items. I needed them for an important trip. I was told delivery to Ireland would be from 3-5 days. On day 10, I received an e-mail offering me a refund and apologizing that I didn't like the items. I'D NEVER RECEIVED THEM! After several very expensive phonecalls to UK, I was told that Irish customers cannot have the fast delivery, so even if I order them again, I will still be going away without all... (read more)
★★★★☆
“good”
Written on: 11/05/2013 by ktrain (3 reviews written)
Good service on the whole and great customer service but I do get the odd incorrect item in my order. I'd still recommend them though. (read more)
★★★★☆
“Efficient delivery”
Written on: 28/04/2013 by Hamburger (2 reviews written)
I took advantage of the recent half price sale and ordered a full set of suitcases. The process was as described and I now have mobile, four wheel suitcases which mean the summer holiday will be a lot less stressful on my back. I read recent reviews and felt compounded to put forward my good experience into record. At half price they certainly were still not cheap, hence the 4 stars but the quality is assured and the description was very accurate. (read more)
★★★★★
“First Rate Customer Service”
Written on: 25/04/2013
Expected to just spend £30 today, but after excellent advice, First rate Service, & a thoroughly Great lesson in Make up I spent an extra £108 on top....Hannah at the YSL Counter, House of Fraser in Bath was Brilliant, I had not expected such good customer service from YSL as earlier in the week I had a not so nice experience at the YSL counter in Debenhams in Bath, with a Sales assistant who was rude & condescending.....Well Done Hannah. (read more)
★☆☆☆☆
“Be warned - take your money not your order!”
Written on: 20/04/2013 by amnoyedmuch
I have literally just tried to order a sofa from House of Fraser. After my card was declined online, I tried via phone as I knew I had sufficient funds in my account. Again, the card was declined and the assistant suggested I call my bank in case they had blocked a large amount of money going out. I called Barclays, who told me the money for the sofa and delivery had indeed been taken from my account, and gave me the authorisation code. I duly rang back House of Fraser, spoke to the most... (read more)
★★★★★
“Impressed, really good!”
Written on: 13/04/2013 by KseniaAu (1 review written)
Recently ordered a Ted Baker coat from House of Fraser. Standard delivery but it arrived in 5 days! Very impressed. Package is good, the coat itself - beautiful. Nothing to complain about! Initially was scared by all the bad reviews I saw online, but thought maybe I should trust my gut feeling. Will definitely order more from this store in the future!Excellent service! (read more)
★☆☆☆☆
“Return to store only - even if its miles away”
Written on: 10/04/2013 by Goldsmith110
Very disappointed with House of Fraser. I stupidly purchased a very expensive handbag from a store when visiting a friend. Got home to find there were threads coming away the design. All they could offer was for me to travel all the way back to get a refund or exchange. My petrol, my time - their faulty product! I will no longer shop her and instead go to my local department store - JOHN LEWIS - FAR BETTER RETURNS POLICY AND CUSTOMER SERVICES (read more)
★☆☆☆☆
“Not a happy customer”
Written on: 03/04/2013
A return policy of 14 days..... Staff blame policy and can only follow the hard rules that house of Fraser apply. Don't by anything there.... By it in the proper shop not a concession ! I've bought lots and never returned anything wish I had do I didn't have 120 gift card instead of a proper refund. Terrible customer experience. (read more)
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Showing 1 - 10 of 146 Reviews
★☆☆☆☆
“Wasted my time & cost me money”
Written on: 29/03/2013 by oic3120 (1 review written)
Found the item I wanted on the web page. It gives you the opportunity to have it delivered or pick up in store. If you want to pick up in store you have to wait until after 12 noon the next day. I didn't want to do that so I went all the way into town to buy one. I felt confident because on the website it said 'in stock' and there was no facility to double check it was in stock in a particular store. I felt doubly confident because it was House of Fraser and they don't mess customers about -... (read more)
★☆☆☆☆
“Gift Card robbery - beware!”
Written on: 23/03/2013 by ST_SW15 (2 reviews written)
Received a £25 gift card as a wedding present a couple of years ago and decided to use it against online purchase. Alas, it turns out that the tiny small print at the back of the card says the card expires after 2 years. In other words, they take the money upfront when they sell you the gift card, knowing full well that the gift recipient is highly unlikely to read the small print until it's too late. Customer service proved both utterly useless and completely disinterested. Funnily... (read more)
★☆☆☆☆
“Very Disappointing !”
Written on: 14/03/2013
I ordered shoes online sunday night & then decided i didnt want them..monday morning i rang customer services to be told they couldnt cancel order until i've had an email saying they've been dispatched.They took the £95 out monday which seemed very quick.I rang tues morn to say i've had email only to be told ring back tues evening as still not on lorry,rang back tues night to be told that department is closed,Finally wed morn i rang again & was told order had been cancelled but it would... (read more)
★☆☆☆☆
“Broken terms and condition. ”
Written on: 12/03/2013
House of Fraser London online shopping is a rip off. They sell clothing with no return policy who does that. And they take 14 days to give u a refund. While they ask u to pay them again for the same product that you have. They are rude the customer service is a joke and have no brain. Don't buy from them shop around the other department stores. They will have a return policy that make sense. (read more)
★☆☆☆☆
“Unable to spend gift card”
Written on: 11/03/2013
We have a wedding gift card that is due to expire shortly, House of Fraser are unable to tell us when it was first activated and therefore when it will expire, however we know it will expire within the next 2-3 months. We have been trying to spend it online for the last seven days, however apparently the gift card system is currently broken, so the transaction fails and the card balance gets blocked/wiped for three days before you can try again. Customer service just keep telling us to try... (read more)
★★★★★
“Amazing Customer Service”
Written on: 09/03/2013 by Jcbdiggergirl
I recently purchased a dress from House of Fraser in meadowhall Sheffield but whilst shopping for other items lost the bag with the dress in it. Trying to retrace my steps to find the dress I approached a number of staff in House of Fraser who couldn't have been more helpfull in my search! At one point I think every department in the store was looking for the bag -and its a very large store! When it didn't turn up they offered me another free dress! And because they didn't have the same... (read more)
★☆☆☆☆
“Very poor packaging”
Written on: 09/03/2013
Good product, arrived in a reasonable amount of time, however the cardboard box the coat arrived in, directly from the back of the van, was soaking wet. I could actually put my hand through the cardboard to pull the coat out (which wasn't in a completely sealed bag). Customer services suggested I send an email, I did. This was a very polite email expressing my concerns as to the state of the packaging on arrival. I've had no reply, perhaps I'm not important enough to warrant one. I shall not... (read more)
★☆☆☆☆
“Appalling Customer Service in store and Head Office”
Written on: 06/03/2013
Visited High Wycombe store to buy TV. Took ages to get the assistant to show me the one I wanted and then he thought it might have a problem as it was the last in the store. Asked me to telephone back that evening when he had checked the item. When I did, I spent 2 hours listening to ring tone. I did speak to the operator twice who put me through to numbers that just rang and rang. I emailed shop with complaint but got no reply. I emailed HQ who said shop would respond and they did... (read more)
★☆☆☆☆
“No common sense.”
Written on: 06/03/2013 by rocksands (1 review written)
I ordered a gents coat on line and received a dress. When I notified customers services and told them of their mistake, I was asked to return the dress but in order to receive my coat I would have to pay again. I refused to pay twice for an item I had not received, but suggested they collect the dress and deliver my coat at the same time. This was not possible as it was against company policy. House of Fraser has a lot to learn in customer relations and I would never use their services... (read more)
★☆☆☆☆
“Absolute worst store”
Written on: 03/03/2013 by OregonUSA (1 review written)
The way this company handles business online is beyond terrible. I ordered a Jaeger jacket on sale, only one left in my size (too good to be true as it turned out). I live in the States, and because it was the weekend I could not use my bank debit card as my credit union has an automatic block on overseas transactions (specifically UK because of high amount of fraud there). Annoying, but in hindsight I am grateful. I purchased instead a prepaid visa card and put the amount of money on it... (read more)
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Showing 11 - 20 of 146 Reviews
★★★★★
“A Jewel in the Chichester Branch”
Written on: 28/02/2013
How rewarding and surprising to find a complete department for Skopes mens' clothing in the Chichester store. The staff were knowledgeable, helpful and very polite. The product range was comprehensive and met my needs. The "out of stock" item was placed on order and the customer was fully satisfied. A great bonus was a return telephone call apologizing for the order being "unavailable and no longer in production - a disappointment but hardly the fault of the staff. With this jewel in the... (read more)
★☆☆☆☆
“DELIVERY ABYSMAL”
Written on: 25/02/2013
I ordered 3 items of ladies clothing, one being a coat for my daughter for Christmas. Excited to see what good value, in sale, but neednt have bothered, complete waste of time as never received goods. Firstly received a text to say there was a delay & "not to worry" 2 days later I checked & status on couriers site, & it stated "return to sender" At no time had any attempt at delivery been made. I then e mailed H oF F Customer Service , & an automatically generated e mail returned advising... (read more)
★☆☆☆☆
“Dreadful customer experience”
Written on: 22/02/2013
Time and time again House of Fraser let me down when it comes to customer service. They employ dumb kids who can't be bothered or simply don't know how to deal with simple (let alone complicated customer) service. Their sales policies are rigid and inflexible, and heaven elp you if anything goes wrong with one of their products... Take my advice, and take you pennies to John Lewis who value their customers and try to generate loyalty great service and through common sense policies. I hope JL... (read more)
★☆☆☆☆
“Worse online shopping experience! ”
Written on: 20/02/2013
I bought a top and sent it back, after 2 weeks of not receving my money i called them on their 0845 number and the cirst person said that they don't understand why i haven't got my money but i should receive it in 5 working days. 10 days later no money i called them back and they said they haven't got my top . Called the curier and called them back with the package number but my case was sent to the investigation so it was blocked but they sais they will call me in a couple of days. A week... (read more)
★☆☆☆☆
“worst online shopping experience thus far!!”
Written on: 19/02/2013
If you are trying to have an order delivered to the states you can forget it. placed an order for a dress 2 wks ago still haven't received it. they also over charged me for the dress. I have sent them a variety of emails (since it is impossible to call because I'm international) and they have not responded at all. I ordered the dress even after reading all the horrid reviews so ppl PALEEZE I urge you not to order anything from them offline you will be very disappointed. If it was up to me... (read more)
★☆☆☆☆
“Selling second hand goods, very poor service”
Written on: 12/02/2013 by Customer465
Ordered a Bean to Cup coffee machine online and collected in store. Once home opened the 'collect from store' packaging to find that the original packaging had been re opened and re sealed with FRAGILE tape. The machine had water marks and coffee inside. It did not work and spent 20 mins on the phone to Delonghi (very helpfull) helpline, but they could not get it to work and confirmed it was faulty and also had been used before. Returned to store and it took 50mins to get a refund and... (read more)
★☆☆☆☆
“Beware, returns are paid in vouchers after 14 days”
Written on: 05/02/2013
Ordered clothes online then returned them, but because it was after 14 days I was only given vouchers. So be very sure you want something or be quick to return them, otherwise you'll get stung like me. (read more)
★☆☆☆☆
“Ordered a sofa online. Order "cancelled" but they kept...”
Written on: 01/02/2013 by punktlich05 (1 review written)
We visited House of Fraser on Oxford Street twice and looked at sofas (on sale through 4 February 2013). In order to get the 3% kidstart.co.uk rebate for first-time HoF online customers, we ordered online and paid by our credit card via PayPal. We got the following reply: "Recently you placed an order on the House of Fraser website, reference 06248290. "Unfortunately we have been unable to contact you as we could not fully validate the details of your order. For this reason, your order... (read more)
★☆☆☆☆
“Sale or no sale?”
Written on: 28/01/2013
Ordered a few items & paid straight away online in their sales, dresses were for an upcoming wedding, a day later hof refunded me without so much as a sorry or anything, will not shop again. I am thinking its a big con to get you to buy items that they havent got in stock to lure you in. Will never buy again! (read more)
★☆☆☆☆
“Shocking”
Written on: 10/01/2013
I received a ted baker purse as a Xmas gift which cost 75pounds When I looked at it it appeared to be all stained on the corners and zip. I decided to take it back all with receipts and in its original packaging and the woman tried humiliating me in the store saying if had been used and been extremely arrogant and looking at me as if I wasn't worthy to shop in there! After 20minutes of me kicking off and putting my views across they decided to exchange it for a new one and put on the recipe... (read more)
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Showing 21 - 30 of 146 Reviews
★☆☆☆☆
“Sale or No Sale?”
Written on: 05/01/2013 by anncan (1 review written)
What a pity this, once great store, has gone like the rest of them: poor service and untrained staff! (have read the reviews). My complaint is that I tried to buy a bag, marked down to half price in the sale on New Year's day only to be told - if there were three or less items left for that particular product then it had to be withdrawn! I know! How strange and complicated is that? Apparently, (checked with manager) it isn't even true! We we rendered speechless and left the shop never to... (read more)
★☆☆☆☆
“Jewellery in cardbox”
Written on: 02/01/2013
Placed an order online to be collected at one of their stores. The item was an 18ct gold set of earrings which I collected on Christmas Eve. It was given to me bubble wrap inside a paper box. Utterly disgusted. Had to buy a proper box (they cost less than £1)from a nearby shop. Will never ever shop with them. They clearly are in the wrong business as they don't seem to grasp the meaning of customer service. (read more)
★☆☆☆☆
“Cant deliver parcels!”
Written on: 31/12/2012
Placed a large order online on December 23rd and paid for next day delivery, which due to christmas was put as the 27th. I got a text message to say what time it would be delivered. It never turned up. I checked the tracker to discover that the "address could not be found". To cut a long story short I spent 5 days going back and forth between House of Fraser and UKMail trying to get my parcel delivered. I even gave them my mobile number and told them to ring me if they had any difficulties... (read more)
★★★★☆
“Good service, lousy packaging”
Written on: 29/12/2012
I ordered several evening dresses online and the items arrived promptly. But, oh, they box in which they arrived was flimsy and entirely inadequate.By the time it reached me it was torn and the items inside were clearly visible. I thought it was because of the weight of the dresses inside but, when I later ordered ONE dress ,the result was the same - a flimsy,torn, battered box which offered no protection at all for the merchandise. I wanted to return several of the dresses and went to a... (read more)
★☆☆☆☆
“very dissatisified”
Written on: 23/12/2012 by Catherinekeen
Ordered a Chronos Radio and the money was taken from my account on 2nd December 2012. However when the item arrived on 11/12/2012 the power cable was missing. I rang immediately but no more were available. I returned it on 12/12/2012 and although they have emailed that they have received it back I still have not the money back in my account. (read more)
★☆☆☆☆
“Worst customer service ever”
Written on: 18/12/2012
This one takes the cake for the shop that couldnt care less if they tried. Ordered presents only to have the order cancelled for no reason and when I emailed three times no one replied. Then I called for an explanation the guy just made up some story. As I questioned it was clear he was lying so I asked to speak to a manager and was instead put on hold for an hour meanwhile I have been charged (one thing they are obviously good at doing) luckily the payment company will get the money back a... (read more)
★☆☆☆☆
“Terrible experience”
Written on: 15/12/2012
What a terrible experience. Bought a pair of trousers & took them back 1 month before time to refund expired. On the receipt was clearly stated, to return item with receipt by x date would ensure full refund. With all of these necessities, I came in to return the item as it was too big. The assistant would not refund or give me a gift card because she claimed that the trousers now had 'wrinkles in them' when they looked exactly like the other items on the cart. Complete liars. No... (read more)
★★★★★
“Male buying jewellery for daughter and daughter in law”
Written on: 15/12/2012 by maleshoppingforladies (1 review written)
I had made a wrong turn and found myself in the Ladies Dept. Some costume jewellery caught my eye, but I was at a loss what I should buy. Sales Asst. MADDY was a magnificent help, checking on their ages, colouring, tastes etc & was soon getting together tailor made single purchases, and combinations (necklaces, ear rings, bracelets). She held up items of interest to her neck, ear lobes, wrists to give me maximum help and satisfaction. An absolute treasure to work with. She worked really... (read more)
★★☆☆☆
“Rat in the changing rooms”
Written on: 11/12/2012 by Shoppingdays (1 review written)
Having a rat run around my feet while in changing rooms was a distressing experience. While in the changing rooms, i saw something small and brown run past my feet, looked again and it was a rat. A rat was running around in my changing room cubicle. I was terrified as I was in such a small space and a rat was running around my feet, I was scared that it was going to hide in my bag on the floor. Rats in the changing rooms on the third floor, so not even the ground floor is unhygienic for one.... (read more)
★☆☆☆☆
“Unreliable”
Written on: 10/12/2012 by DickDastardly (4 reviews written)
I ordered an item on-line on Friday 7th December 2012 for next day delivery. It has not arrived as yet. I have emailed them twice with no response. Will probably have to call them, but I don't hold a lot of hope going by another review I have just read. I have registered an account with them so I could track my order, but because I didn't sign up when placing the order this is not possible. Very unhappy with the service, and the word 'service' doesn't really apply in this case. The One Star... (read more)
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Showing 31 - 40 of 146 Reviews
★☆☆☆☆
“Very poor service!!!”
Written on: 08/12/2012 by Libbyqyincy
I made an order on 23rd of November 2012, and I haven't received the parcel, it's coming to 3 weeks. I called customer services and the said the parcel was delivered to my address and signed for, which was definately not me or any other person!!! What I don't understand is that if this was the case why didn't the driver leave the name and number of the so called person who signed for my parcel. I have spent £100 on the parcel when I call they all say the same thing taking my number and they... (read more)
Dickdastardly's Response to Libbyqyincy's Review
Written on: 10/12/2012
I sympathize, being in the same predicament. Perhaps 'House Of Horror' might be a more suitable name.
Reply to this comment
★★☆☆☆
“Poor customer service.They respond but not helping.”
Written on: 04/11/2012
I'm from Israel.Placed and order which costed me 34 GBP including the delivery. In Israel under 45 GBP there are no taxes what so ever.Surprisingly,when the package has arrived to Israel through DHL,I've been told that I have to pay custom duties.I didn't understand why and asked DHL what was the amount that was printed on the invoice.They said it was 50 GBP.Somehow someone in House of Fraser staff decided to change my bill from 34 GBP I paid to fictionally 50 GBP.I've contacted the customer... (read more)
★★★★☆
“Very pleasant with much to offer”
Written on: 18/10/2012 by Bexpf
I thought the restaurant was exceptional with friendly helpful staff. The menu had plenty to choose from with healthy choices too, all the food looked fresh and appetising. The seating plan was lovely and the restaurant was quiet and calm. I thought throughout the store it was clean and tidy. A very good experience overall. (read more)
★★★★★
“Best Black Dress ”
Written on: 05/10/2012
Went into Vero Moda found the perfect black dress. Good quality, good fit really really pleased. Good customer service - served by an assistant called Danielle. Good product knowledge, offered many alternatives. Bought another dress as well. Would return. Thank you so much. Not so keen on the department being downstairs quite out of the way. (read more)
★★★★★
“Excellent Service”
Written on: 28/09/2012
Many thanks to Emily Harper of Thurrock H o F for actually phoning us on the day and time she promised to, the previous week, all relevant information at her fingertips, including a substantial saving on the furniture we enquired about. We went along and was treated to consumate, professional service, we purchased, probably wouldn't have bothered if Emily hadn't. Thanks again Emily. (read more)
★☆☆☆☆
“pac a mac”
Written on: 26/09/2012
looking for a rain coat, found one on the house of fraser website. was purchashed as a gift from grimsby store. First time in the rain i got wet inside and out. went to get a refund but was told couldnt as it was not actually waterproof just showerproof and a pac a mac as it describes. thinking that all pac a macs are waterproof, but no for original price £55 its just a fashion accessorie well i have never heard such nonsense. i now have a useless gift card because i am never shopping in... (read more)
★★★★★
“service that got Better & Better ...!”
Written on: 17/09/2012 by JACKIE61
My wife was buying a complete outfit for our youngest sons wedding, I was pleased on our initial visit to House of fraser,"Sutton Coldfield"that she found the dress she wanted at the "Jacques vert" counter within 1 Hour, ( Fantastic ), However we did not persue the matching handbag and shoes until the following week, these were now getting scarce ( our fault ) we called back to the "Sutton Coldfield branch, to try and purchase the bag & shoes, ( out of stock) calls were made by the staff... (read more)
★☆☆☆☆
“Appalling Service followed by appalling customer service”
Written on: 16/09/2012 by jvfenvavfjs
I arranged for a present to be sent in condolence. The present arrived with a happy birthday note, causing further upset to a delicate situation. On inquiring as to why this happened I was met with an insensitive, unconcerned, uncaring response. I expected better from House of Fraser. As a result, I will never use them again. (read more)
★★☆☆☆
“Visited Royal leamington spa branch to purchase...”
Written on: 12/09/2012 by mjmm
Visited Royal leamington spa branch to purchase Michael Kors watch.Found staff uninterested and unhelpful.When we were finally attended to by a quite abrupt assistant we were told that they were unable to adjust strap as"tool" was broken. The assistant discounted £7 from cost of watch,£225,and informed us that a nearby shop would do the alteration for £7 and we should go there . Upon visiting the shop it became obvious that this arrangement had been in place for some time. Could have... (read more)
★★★★★
“Staffs Excellent Service”
Written on: 01/09/2012 by Customercomment1 (1 review written)
I would like to thank sales assistant Laura McManus for her courteous, helpful, service she gave to me on Friday 31 st August, when I visited the shoe dept., Manchester. I would strongly recommend the store to all my friends and relatives, this girl gave excellent service in a true a proper manner, it is a shame we can't encounter service like this more often. (read more)
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Showing 41 - 50 of 146 Reviews
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St_Sw15's Comment
Written on: 23/03/2013
Exactly the same issue happened to me just now. A HoF gift card received as a wedding present. These crooks took the money at the time, then put an expiry date in the tiniest letters on the back of the car, knowing full well that most people who get this as a gift card will not see it until it's too late.
Customer services proved beyond useless and totally disinterested.
The funny thing is - I was about to buy an item for over £500, had this issue and then simply went to John Lewis and bought it there instead. These clowns earned themselves £25 in a daylight robbery scheme that is their gift card, but missed on a sale and ensured I will never buy anything from HoF again.
Hope it was worth it.