House of Fraser Reviews

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★★☆☆☆
1.8 / 5
21% of users recommend this
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House of Fraser

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Latest Reviews

★☆☆☆☆

“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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★☆☆☆☆

“Absolutely awful. I bought a dress on 17th May using...”

Written on: 17/06/2014 by 1979Sullivan (1 review written)

Absolutely awful. I bought a dress on 17th May using standard international delivery to Portugal. It was despatched on 19th May and arrived about 10 days later. I returned it immediately as it was too small. Today (the 17th June) I receive an email from them telling me they have issued a £45.00 eVoucher for my refund as, according to them, this is how I paid. I immediately called them as I did not use any kind of voucher to pay for the dress so I wanted my money back. Customer service said I… Read Full Review

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Reviwperson's Comment

Written on: 27/06/2014

Good for you. I also had a problem with a return and got a big credit note as the return was two days late. I don't know how we will ever spend it. However they apply their terms and conditions to the letter so no way for me to get round it!

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★☆☆☆☆

“Returning online items”

Written on: 14/06/2014 by Gretchen200 (1 review written)

I wont be ordering anything online again from HOF. I made a special effort to go to the Manchester store with my items to return and when asked where to go by the man at the entrance he told me to go to the 3rd floor, where I was then told as I had shoes I had to go to the 2nd floor. When I went to one of the shoe counters I was told I had to return each item to each individual department! How ridiculous! When the assistant of the 3rd department asked me what the problem was I explained the… Read Full Review

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★☆☆☆☆

“worst sofa ever”

Written on: 11/06/2014 by joannegeorge (1 review written)

We spent £2850 on a great looking sofa. We tried the display in the shop. Felt nice. Received new sofa which we slipped of onto the floor for 2 weeks. 3 months later the sofa is so ridiculously uncomfortable and is actually causing back and neck problems to myself and my wife. When friends and family visit they sit at our dinning room table as the sofa causes back ache to anyone. Where do I go from here. that is after the doctors.No joke. We are unable to sit on the sofa and relax. I would… Read Full Review

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★☆☆☆☆

“Poor Service from the Customer Service Team”

Written on: 02/06/2014 by Maritza1 (1 review written)

The sale did not last as long as it stated on the website, therefore missing out on the pair of shoes that I Wanted. Spoke to the Customer Service Team who were not helpful at all… Read Full Review

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★☆☆☆☆

“14 day exchange policy daylight robbery”

Written on: 31/05/2014 by Xina1981 (1 review written)

I've just been to House of Fraser in Richmond to return a £50 jacket. However, I discovered I was one day over their 14 day (yes 14, not 28 days like most reputable retailers) returns deadline. Now I'd actually been in hospital the week before having an operation on my foot, which I explained hoping for some leeway, to which I was advised "Why don't you try Miss Selfridge in Wimbledon, they might give you a refund." Just what you want to do with an injured foot - travel to the next nearest… Read Full Review

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Reviwperson's Response to Xina1981's Review

Written on: 27/06/2014

I agree - we just missed the return deadline by two days and got stung with a £600 credit note. Like you I will not be shopping there again (except of course to spend the vouchers!!). Miserable company!

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★☆☆☆☆

“ted baker bag”

Written on: 06/05/2014

ordered bag sunday got email thursday ton say it had been delivered rang friday they had sent it to ireland was told i have to wait for refund had to pay again for new order plus £^6 next day delivery waited in all day saturday no bag finally arrived tuesday would never deal with this shop again terrible customer service my advice shop elsewhere… Read Full Review

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★★☆☆☆

“Very poor customer service”

Written on: 02/05/2014 by Nottheo (1 review written)

Had thought this was an ok company until I needed to call customer services. Had to call three times to try to speak to a customer service manager- (who were always too busy to deal with the inconvenience of customers). Each time promised a call back by a certain time, and each time none received. In the end gave up. Call back finally came more than 30 hours after my call, which was too late for me- despite a commitment to respond in a maximum of 24 hours. No explanation received and just… Read Full Review

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★☆☆☆☆

“DAMAGED GOODS BEING SOLD WILLINGLY”

Written on: 24/04/2014 by Pattersonqo167 (1 review written)

DAMAGED GOODS BEING SOLD WILLINGLY. Read on.... What do I think of House of Frazer. I thought they were on par with John Lewis, Marks and Spencer. I don't think so. I would like your views on this and would appreciate your comments. Bought item: Levis 501 white jeans Problem: First pair arrived damaged with scuff marks in two positions. Resolution: Mark on returns form the damaged areas (similar to those bits of paper that you get on clothes in M&S stating area of damage) Quickly re-ordered… Read Full Review

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