House of Fraser Reviews

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★★☆☆☆
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House of Fraser

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Latest Reviews

★★★★★

“linea sofa”

Written on: 25/08/2016 by JuliusLawson (1 review written)

Very pleased with House of Fraser. delivery let me know 1 hour before sofa was delivered very efficient cleaned all packaging … Read Full Review

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★☆☆☆☆

“DON'T EXPECT A REFUND ANYTIME SOON!!!!”

Written on: 28/07/2016 by JOLDROYD (1 review written)

I purchased a suitcase online from House of Fraser and delivery and packaging faultless and quick - However - That is where the praise stops..... The Suitcase has a faulty Zip and did not zip up properly (fundamental flaw if the zip comes un-done on a suitcase!! So called customer services, who said that they would arrange for a collection, but in order to have a replacement, I had to purchase another case. So I duly did this and received the new case the next day. The faulty case was collected… Read Full Review

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★☆☆☆☆

“trrrible service”

Written on: 21/07/2016 by jacquie68 (1 review written)

have ordered twice from house of fraser online first time item delivered to house it was a top upon opening found deodorant marks around armpits this top had been used and then sent to me as new the next time I ordered and was sent two emails telling me my item was in store ready for collection my husband when through to the darligton store [binns] a round trip of 16 miles only to be told the item was not there this is really poor service you would have though with BHS closing they would… Read Full Review

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★☆☆☆☆

“Over priced, poor service!”

Written on: 28/05/2016 by Aliyan4 (1 review written)

Very disappointed. Placed a furniture order, 12 -14 week lead time for delivery which kept slipping, not kept up to date. Furniture prices dropped repeatedly during this period, despite me ordering in the sale, which seemed to have no end date. Finally took part delivery despite saying at the point of ordering I wanted everything delivered together. The design is good but the quality poor, and very expensive! Cushions don't meet or line up properly. So providing no-one sits on the sofa it looks… Read Full Review

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Dutchess52's Comment

Written on: 07/06/2016

Hi there, was this in the range that requires daily plumping, i.e. removing all seating, rotating until it eventually permanently sags. I have been referred to the Furniture Ombudsman as a technician stated that although it sags, it revives well. It shouldn't sag in the first place. I ordered the Biba Clara.

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★☆☆☆☆

“Rubbish”

Written on: 22/04/2016 by Shona3456 (1 review written)

Bought a soft from here thinking it would be of better quality that going to one of the well known sofa companies. How wrong could I be, after 3 weeks the sofa could easily be mistaken for being 3 years old. Fabric has gone all patchy. Called them out to it and supposedly that is the nature of the fabric. Will never ever buy from here again!… Read Full Review

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Dutchess52's Response to Shona3456's Review

Written on: 13/05/2016

Hi there, I bought an Ashley Manor suite, thought to be Biba as called "Biba Clara" from the Norwich store. I had issues with the frame on delivery and had to wait 3 weeks as the After Care team stated no technicians were in my area for 3 weeks!! When the technician arrived I addressed other issues regarding the seating that had sagged that required re-shaping and plumping that over 3 weeks awaiting the technicians visit, did not recover to it's original fullness. The technician was dismissive of both my concerns stating that it is normal for a sofa to creak and crack as needs to settle down of which I challenged him as I have had sofas made by reputable family upholsters and have never experienced creaking framework. He took part of the cover from underneath the sofa, and using a torch stated he couldn't see much other than a small gap in the join and applied wood glue. He was extremely patronising and complained about his employers, SCS who are brand partners with House of Fraser, who provide furniture brands to House of Fraser since they went into partnership in 2014. Information provided by the technician. He told me I needed to wait a few hours to allow the glue to dry and not to sit on the sofa. He said if it didn't work, that at least I had a 10 year guarantee to return it. He was extremely dismissive and told me the sinking seating was normal and they should have told me in the store that it needs plumping, which is fine providing the plumping restores the original fullness of the seating, which it did not. He told me not to expect my sofa to be in the condition it should be after leaving the depot, due to the stacking in transit, removing furniture and re-stacking when customers are not in to receive their deliveries. I returned to work and on returning home tried the sofa after 6 hours and there was no change to the framework cracking. When speaking to HOF After Care, they advised I had signed the report confirming the technicians visit resolved the problem, which I stated could not be the case if he was unsure himself whether the repair was successful due to the drying time and him leaving with the instruction not to use the sofa. After Care repeatedly dismissed my concerns and also refused to allow me to speak to a Manager stating that the Manager would say the same. I addressed the fact that their responses are scripted and cannot respond to a customer outside of script they are trained to follow. I escalated the complaint to the Sales Directors Office in Sunderland, supported by a number of internal departmental examples of conduct, in addition to the technicians conduct and also the delivery driver who was intimidating. Eventually, a replacement was ordered and unfortunately the same issues have arisen in relation to the seating but Head Office have refused my request to return and be refunded as the technicians visit identifies that although the sofa sags, it revives well. I have now escalated to the Furniture Ombudsman as they are refusing to take any action. My two sofas are worth nearly £3,000 and although one smaller identical of the two is not in use and is as new, the larger identical sofa is dreadfully sagging and despite providing photographs showing the comparison, Head Office and dismissed my concerns. They have only been providing sofa furniture since they went into partnership with SCS since 2014 and should value customer feedback when receipt of furniture direct from their manufacturers. I will never use them again.

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★☆☆☆☆

“Awful customer service”

Written on: 17/04/2016 by Princeh13 (1 review written)

Thanks House of Fraser for looking after your customers so well! I could have use the weekend to buy a new dress when my husband could have looked after our daughter, but no instead I was waiting for a delivery that you knew will never arrive! And you apologise offering a 10 pound voucher! What makes you think I want to shop with you again! I ordered a couple of dresses on-line. The delivery company HERMES attempt to deliver on a Wednesday and Thursday, leaving a blank delivery slip on both… Read Full Review

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Hlockren's Comment

Written on: 28/04/2016

House of Fraser use the cheapest delivery service possible which appears to be self employed couriers. They also use very cheap cardboard boxes that disintegrate in the rain. After chasing one of my parcels I had a woman in filthy car wearing pyjamas turn up and throw my parcel at me. Not good when a lot of the items they sell are high value.

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★☆☆☆☆

“Awful customer service”

Written on: 17/04/2016 by Princeh13 (1 review written)

Thanks House of Fraser for looking after your customers so well! I could have use the weekend to buy a new dress when my husband could have looked after our daughter, but no instead I was waiting for a delivery that you knew will never arrive! And you apologise offering a 10 pound voucher! What makes you think I want to shop with you again! I ordered a couple of dresses on-line. The delivery company HERMES attempt to deliver on a Wednesday and Thursday, leaving a blank delivery slip on both… Read Full Review

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★☆☆☆☆

“Awful customer service”

Written on: 17/04/2016 by Princeh13 (1 review written)

Thanks House of Fraser for looking after your customers so well! I could have use the weekend to buy a new dress when my husband could have looked after our daughter, but no instead I was waiting for a delivery that you knew will never arrive! And you apologise offering a 10 pound voucher! What makes you think I want to shop with you again! I ordered a couple of dresses on-line. The delivery company HERMES attempt to deliver on a Wednesday and Thursday, leaving a blank delivery slip on both… Read Full Review

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★☆☆☆☆

“Terrible customer service”

Written on: 22/03/2016 by DennisPenn294 (1 review written)

I ordered a dress for a Christmas party in early December. Never received it. however, on the website of the delivery company, it said the order was delivered WITHOUT signature! i reported it the HOF, but didn't get the money back until 2 months later. I order a suitcase online on 16 march, paid delivery charge for my order to be delivered to a local shop on 18 march, even my order was over £130. The suitcase is for my trip overseas. A staff called me on 17th said that the suitcase was too… Read Full Review

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★☆☆☆☆

“Ill informed and rude staff”

Written on: 07/03/2016 by Gallagher222 (1 review written)

We attended store at Birmingham to purchase some birthday clothes for our 2 year old. We were particularly after a Hugo boss outfit. staff were rude to begin with telling us, literally, to go away and not disturb their chat. On further pursuing that outfit the rather ill informed staff supposedly checked online and couldn't find the product. It was blatant she was not even looking as the product was obviously there when we checked after getting home. If they can not teach staff any manner or… Read Full Review

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★☆☆☆☆

“Disappointed with customer service flooring dept”

Written on: 02/03/2016 by Aylina228 (1 review written)

After purchasing wood floor covering for a large area, the dept forgot to order the beading so had to pay the contractor up front for him to purchase himself, then they ordered the wrong colour for the little cloakroom after saying they hadn't, after that we were left with 4 packs we didn't need due to survey error. Went back to the shop to get a refund for the £200 payed to the contractor, then to be asked if we brought the remaining flooring with us, Er no they weigh a ton, then had the… Read Full Review

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★☆☆☆☆

“Don't purchase gift vouchers from House of Fraser”

Written on: 22/02/2016 by OssieandWendy (1 review written)

Having bought my wife £150 worth of HoF vouchers one Christmas they were subsequently put in a "safe" place and forgotten. Upon rediscovering them, we went to spend them, only to be told by the store that they were out of date! I hadn't realised they had an expiry date when i bought them, and actually never even considered it, i just thought they were an exchange for money and would always be worth their face value. HoF insisted they were worthless and refused to accept them. The customer… Read Full Review

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★☆☆☆☆

“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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