House of Fraser Reviews

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House of Fraser

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Latest Reviews

★☆☆☆☆

“Never ever again”

Written on: 08/02/2016 by Dissatisfied777 (1 review written)

I would advise anyone never to shop on line outside of the UK. There is no support outside of there. I ordered 2 dresses and had to return them - I got proof of delivery to the address I was instructed to send to in Australia. They then claimed it had gone missing...... from Australia to UK. It me over 3 months to have my money refunded and only because I contacted Paypal. Unfortunately due to the length of time the exchange rate had changed and I received over $20 less than what I paid -… Read Full Review

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★☆☆☆☆

“House of Fraser Lacks any kind of customer service”

Written on: 01/02/2016 by Meyerww208 (1 review written)

Have had the same problem when trying to exchange gloves bought as a gift at Christmas. Got Lorraine on live chat today who was not one bit interested in the circumstances. I have been a customer for many years and will not be returning. In fact I asked that my name be removed from their mailing list and account closed she did it without hesitation, remarkable customer service indeed!!! End of an era for me but there is plenty of choice out there!!!… Read Full Review

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★☆☆☆☆

“Returns”

Written on: 21/01/2016

I ordered a pair of Levi 501 on 9/12 for a Christmas present for my husband, foolishly without reading the small print. We went away for Christmas & didn't return home until the New Year. The jeans didn't fit so I returned them in early January. Approx 2 weeks later I received an 'e voucher' as I didn't return the item within 14 days. When I phoned them to ask if they could refund £63.99 back onto my PayPal account as I have never shopped in House of Fraser until this time & probably not… Read Full Review

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Irene050's Comment

Written on: 01/02/2016

Have had the same problem when trying to exchange gloves bought as a gift at Christmas. Got Lorraine on live chat today who was not one bit interested in the circumstances. I have been a customer for many years and will not be returning. In fact I asked the my name and account be closed she did it without hesitation, remarkable customer service indeed!!!

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★☆☆☆☆

“Expired gift card - beware of the small print”

Written on: 18/01/2016 by Jefferyw499 (1 review written)

Due to a long term illness I was unable to use my gift card. At a recent visit to HOF I was advised that the gift card had expired (2 years from last top up) and I had lost the sums on the card; some £450. Despite explaining my circumstances to their customer services they refuse to recharge my card with the sums and have essentially pocketed my money. Beware that the small print on the gift card does set out these terms and they will not budge… Read Full Review

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★☆☆☆☆

“Terrible customer service”

Written on: 05/01/2016 by Cabbie61 (1 review written)

I bought an early Xmas gift mid October of a ted baker purse for my daughter as I am organised with my Xmas shopping but little did I know the trouble it would cause! I told the assistant at the time it was an Xmas gift n I was unsure of the colour but the assistant just issued me with a gift receipt n no warnings! Had she had done her job I wouldn't have bought it! My daughter had since tried to exchange it for a different colour to no avail, all she had been told is that they can do nothing… Read Full Review

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Lu62's Response to Cabbie61's Review

Written on: 13/01/2016

I bought a purse online for my daughter at the end of November and returned it 2 days after Christmas, as it was too big for her bag. I have just received an evoucher, which is not what I expected.
I've been told that goods have to be returned within 14 days of receipt for a refund to ones account.
What a rubbish service. I'll stick to tried and tested stores such as John Lewis in the future, their returns policy is wonderful and allows you to buy with confidence and return goods for a full refund if not suitable, within a 90day period.

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Cabbie61's reply to Lu62's Comment

Written on: 19/01/2016

Yes exactly me too! At the same time I also bought items for Xmas presents from Marks n Debenhams and on their gift receipts it was printed could be returned up to 16/1/16 which is excellent! In fact I have taken one of these gifts back bought the same day as the purse in H of F n got a full refund no problems!

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★☆☆☆☆

“shocking customer service”

Written on: 28/12/2015 by MareliPrice (1 review written)

Had an unsuitable Christmas present bought, took it back, didn't have the receipt but thought as a gesture of goodwill they would exchange or issue a credit note,it was a beauty item, but sealed and obviously unopened and had exclusively for house of fraser on a sticker and price sticker underneath, so no doubt it was theirs. Would not have it back and made excuses, first not without a receipt and then cause it was beauty so had to bring it back home and the woman had the cheek to say it will… Read Full Review

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★☆☆☆☆

“House Of Fraser ”

Written on: 22/12/2015 by digger637 (1 review written)

buy online from house of Fraser , pay immediately, they keep your money for 8 days ,then having not received your item they ask you to pay again and they will refund you within the next 3-5 days having gained the interest on your money , failed to deliver on time, cost you in stress and time as well as phone calls, their online web chat cannot call you so you have to call them , your cost ,eventually when they have your second payment they will call you back, it doesn't seem much for an… Read Full Review

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★☆☆☆☆

“Absolutely terrible customer service ”

Written on: 10/12/2015 by 289Lopez (1 review written)

I have ordered a lovely Christmas present for my partner from House Of Fraser which has now been delivered however on opening the packaging and much to my disappointment the contents in the box are wrong.I checked to see if there was still stock availability on-line and surprise surprise there is not any stock in any department store in the UK.However I have done some thorough research and found what seems to be the only 1 item available in one HOF store but much to my disappointment I have… Read Full Review

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★☆☆☆☆

“Avoid appalling customer service and returns policy ”

Written on: 21/11/2015 by Kamario284 (1 review written)

Avoid: appalling customer service, dreadful returns policy do not order anything from them I have had a month of nightmares with house of Fraser , failed deliveries that were never attempted, click and collect that would not accept parcels, incorrect information from customer services staff resulting in Taking the time off to wait for deliveries that never came. Different stories from people never calling when they say they will breaking every customer service promise they make. 14 day… Read Full Review

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★☆☆☆☆

“Returns Scam”

Written on: 20/11/2015 by Gajinder (1 review written)

I bought 2 suits from them online. One was damaged with an big scrub mark which I almost missed. The second did not fit. I returned them on time and they promptly sent them back telling me they were not returned "in the same condition as shipped"! What could I have done to them in two days? I took the suits to their Westfield store and showed them to the deputy sales manager. He told me these suits were never worn! I told House of Fraser what he told me but they are still not prepared to… Read Full Review

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★☆☆☆☆

“Dire customer service ”

Written on: 07/11/2015 by finners9 (2 reviews written)

I have been trying to return a parcel past the 28 day policy, delayed because of exceptional circumstances. I receive the same standard reply time and time again from online customer services. So I tried the director. Who must have sent it back to the standard online service for another bog standard reply. Stuck with £300 worth of goods. Will never buy from them again… Read Full Review

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★☆☆☆☆

“Dont buy someone else's cast-offs!!!”

Written on: 17/10/2015

I saw a lovely silver dress in the online sale, it got a good review about NOT creasing, so I made the purchase. It arrived looking like a wrapped football. On the skirt it had 4 stains BUT under the arms 'sweat stains'. THEY HAD SENT ME A DRESS SONEONE ELSE HAD BEEN WEARING AND HAD RETURNED IN A FILTHY MESS. Customer care said sorry but was told they were concerned about their reputation and offered a £10 evoucher, NO thanks!! I sent the dress back in the same packing to a Director. It took… Read Full Review

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★☆☆☆☆

“BEWARE on line returns policy!!”

Written on: 15/10/2015 by Mostly (1 review written)

If goods bought online are not returned within 14 days HofF will not return your money! They issue an vOucher which can only be used on line not in store! If you don't use it within 2 yrs they take YOUR money ADD A have better returns policy than this. Neither myself, friends or family will purchase from House of Fraser again !!… Read Full Review

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★☆☆☆☆

“Awful! ”

Written on: 04/10/2015 by AmbiBambi22 (1 review written)

I brought a dress on Thursday of the House of Fraser website ready for a christening on Sunday. I paid for next day delivery and it never turned up so when I rang them on Saturday morning to see where my dress was all I got was it is on the couriers drops today and you will have it by today, no explanation on why I didn't get it the day after purchasing it like agreed nor no apology just a refund of my delivery money! I then had to run around town on Saturday like a headless chicken after I… Read Full Review

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★☆☆☆☆

“I returned some unwanted Xmas presents to them in...”

Written on: 30/09/2015 by fessu (1 review written)

I returned some unwanted Xmas presents to them in early January and rather than a refund was issued with an e voucher. Fair enough, I though, but a refund would have been better. Anyway, I finally used the e voucher and made a top up for goods with my payment card. I returned an item, thinking they would use the e voucher to pay for goods I have actually kept, but no, they have issued me the full amount back on to an e voucher for the item I returned. Surely this is illegal? They are… Read Full Review

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★★☆☆☆

“For Living - Suite disaster .. poor after sales”

Written on: 21/09/2015

Ordered £1650 value sofa, arrived damaged, waited in all day, cannot replace unless technician comes out to see it.. cannot give time of visit till day before. All Day delivery slots mean could be till 7:30, phone you hour before. Replacement came, damaged, contact customer services, need to book a technician, have to have more time off work .. sales staff excellent. After Sales sadly lacking and greatly disappointed in Parker Knoll sofa. Check after sales before buying, if I had known how bad… Read Full Review

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★☆☆☆☆

“Appalling Customer Service from HoF online”

Written on: 12/09/2015

I wish I could rate HoF as ZERO. I ordered online & paid extra for Next Day delivery. Package failed to arrive. Rang HoF & was told it was with Parcelforce. Rang Parcelforce & had to drive to depot to collect. HoF credited Next Day postage, apologised & sent e voucher which I then used to place another order, also 'Next Day' delivery. Waited all day (2nd time in a week) & no delivery. Website of courier said delivery would be 4 days late! So, 4 days later I spent more time waiting for… Read Full Review

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★☆☆☆☆

“delivered to wrong address ”

Written on: 05/09/2015

Paid extra for next day delivery tracked parcel only to discover parcel delivered to old address.was house of Fraser's mistake but they weren't interested they weren't sympathetic or willing to accept liability in the end had to drive to old property to collect ironically the lady at the house asked if they had the right address because wasn't here name courier said wasn't his problem.will not buy from house of Fraser again very poor service… Read Full Review

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★☆☆☆☆

“Very poor service!!!”

Written on: 01/09/2015 by Maurice179 (1 review written)

Extremely disappointed with their delivery service. Ordered an item and paid extra for next day delivery. Made rearrangements to be at home all day, only to get a text at 5.45pm saying there was a delay and item would be delivered tomorrow. Fair enough, they refunded me the delivery charges but no matter what I suggested, narrowing down a slot, arranging evening delivery which they offer on their website, having it delivered in two days rather than tomorrow, nothing could be guaranteed. Very… Read Full Review

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★☆☆☆☆

“furniture department shambles ”

Written on: 19/08/2015

Having taken delivery of our leather sofas, only to find many faults. Still after 3 months nothing done. Service is the worst bar no other I've ever come across. Apparently we are on awaiting list to be arranged… Read Full Review

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