House of Fraser Kitchen Appliances - www.houseoffraserkitchenappliances.co.uk
Customer Service
Quality of website
Value For Money
House of Fraser Kitchen Appliances - www.houseoffraserkitchenappliances.co.uk
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User Reviews
Quality of website
Value For Money
Good News, Sunday Delivery Well Worth It.
I have just bought a washing machine and was good to see that the price was comparable with other high street shops. I was also pleased with the cost of connection, recycling of old machine and best of all, Sunday delivery. I am usually a John Lewis customer but their delivery was to far away for me. I will definitely check this retailer again for my other large household items.
The website is easy to follow.
Good Morning
Thank you for your review.
I am pleased to read that you were happy with our prices and our delivery options.
If there was anything we could have done to improve our service, we'd love to hear your comments.
If we can be of any further assistance please contact us on our website, via email or by calling us. Our phone lines are open seven days a week, from 8am until 10pm.
Many Thanks
Anthony
Customer Advisor
House of Fraser Kitchen Appliances
Quality of website
Value For Money
My New Fridge Freezer
I have searched for a small f/freezer for some time now, this LecT5039 is Ideal for my small bungalow kitchen,More than enough room in the freezer for my needs,small compact and smart looking, carn't wait for delivery next week. I cannot comment on service or delivery until then!!!!!!!!
Quality of website
Value For Money
On Line Shopping/in Shop Viewing.
Very surprised we were not able to see the goods ordered on line in the shop. Preferred to see goods.
Very good Web site to order from.
Dear customer
Thank you for your review.
Due to the vast range of appliances we sell, it would be impossible to house them all in store to view. However we do provide as much detail as possible to help customers choose and our call centre is open seven days a week to help with any queries you may have.
If we can be of any further assistance please contact us on our website, via email or by calling us. Our phone lines are open seven days a week, from 8am until 10pm.
Many Thanks
Michael - Customer Advisor
No Vouchers Accepted
I see I'm not the only person to have had this experience. I have £170 of vouchers that I wanted to put towards buying an oven. On the payment page (but not before) there was a note to say that vouchers couldn't be used. So I went into House of Fraser in Oxford Street where I was assured that, if I changed the vouchers into a Gift Card, then I could use that online. Their system wasn't working well in store so couldn't check. I tried when I got home - but again, I couldn't use the Gift Card. I have gone ahead with the purchase in the hopes that House of Fraser will agree to taking the vouchers following my complaint - we'll see.
If vouchers are not going to be accepted, please make that absolutely clear on the vouchers and on the website before getting to the payment page. And make sure your staff know about it as well!
Hi,
Thank you for your reply.
I am sorry for any confusion relating to the payment abilities of different House of Fraser sites. I can appreciate how frustrating this has been for you.
The front page of houseoffraserkitchenappliances states underneath the main title “ in association with DRL ”, with similar language at the bottom of pages. We also state within the Terms & Conditions section of our department’s website that we unfortunately do not accept vouchers and gift cards at this time.
If you have been told differently by staff at the Oxford Street store then I can only apologise. Their misunderstanding is likely to relate a misunderstanding of the different facets of the web business as their training will primarily relate to store operations. Our feedback will hopefully increase awareness amongst staff and perhaps prompt additional training where necessary.
I’m sorry that I won’t be able to facilitate the use of your gift card in relation to this order.
Kind Regards
Stewart – House of Fraser Kitchen Appliances
Hi,
Thank you for your reply.
I can appreciate the disappointment cause with being advised that you cannot use the vouchers against your purchase.
As House of Fraser Kitchen Appliances is an affiliate of the House of Fraser I can only advise of our processes with regards to the terms and conditions of the use of vouchers. The information that is liaised with staff in store is not something that we control I'm afraid.
We advise on every page of our website that the site is run by DRL Limited. This can be seen at the bottom of each of page and will state the following message - Houseoffraserkitchenappliances is operated by DRL Limited. The goods you buy from this website will be purchased from DRL Limited.
I hope this information is useful.
If we can be of any further assistance please contact us by phone or by email. Our phone lines are open seven days a week, from 8am until 10pm.
Kind regards
Rob - House of Fraser Kitchen Appliances
You've mentioned several times that the Kitchen Appliances section of your website is operated by a third party retailer, so I know that now. But I didn't know that before, because there is nothing to indicate that on your website or that I'm being redirected to a third party website. So you are advertising it as House of Fraser, but that's not actually true is it? And why don't your staff in the Oxford street store know that? They assured me that I would be able to use the Gift Card on the site.
What can I expect from your quality team?
Hi Marion,
Thanks for your comments.
I've found your order and I'll pass this information on to our quality team.
As we explained in our previous reply, House of Fraser Kitchen Appliances is an online based retailer and operates separately to the House of Fraser store and any other online shops, any offers or promotions they are running do not apply to our appliances.
If we can be of any further assistance please contact us by phone or by email. Our phone lines are open seven days a week, from 8am until 10pm.
Kind regards
Michael - House of Fraser Kitchen Appliances
Hi Rob, the order number was HOF6022670 and the oven was delivered this morning. I certainly appreciate anything you can do to resolve this issue
Regards
Marion
No Vouchers Accepted
House of Fraser make it very difficult to use vouchers for appliances. We had our wedding list with them and hence got lots of vouchers for hof too. I have been trying to buy a dishwasher from them. Firstly, tried online and they wouldn't accept vouchers online, so called them to pay with vouchers. They wouldn't accept them over the phone either and said the only way to pay with vouchers was to go into the shop and order in the shop. I did this and in hof Edinburgh they said the only shop in Scotland to be able to do this would be in Glasgow. I had to go home again, pay online with credit card and after delivery will have to go back into the shop and get refunded and then use the vouchers instead. A ridiculous rigmarole.
5 minutes after ordering, customer service rang to confirm the order and insisted on going through very little detail, but in particular trying to sign me up for the appliance protection cover. It took her 10 minutes to go through this and I was trying to be as short as possible and let her know that i was not interested, having already declined it online.
Dear Customer
Thank you for taking the time to leave a review.
I am sorry you were unable to use your gift vouchers to purchase your dishwasher.
House of Fraser Kitchen Appliances is an online based retailer and operates separately to the store and any other online shops, any offers or promotions they are running do not apply to our appliances.
I am also sorry to learn you were not happy with the way the calls between our agents and yourself were handled and can fully understand the way you feel. However, we expect staff to be helpful and courteous at all times and monitor calls on an ongoing basis to help improve the quality of our service. I will make sure the call is listened to so that we can ensure it met the high standard expected
As a business we would never take anything for granted so your views and comments are taken very seriously and your feedback will be passed to our Quality Team so they can look as ways in which we can improve our service.
I would like to take this opportunity to congratulate you on your wedding and wish you all the best for the future.
If we can be of any further assistance please contact us by phone or by email. Our phone lines are open seven days a week, from 8am until 10pm.
Kind regards
Claire Willis
Customer Advisor
House of Fraser Kitchen Appliances
Customer Service
Quality of website
Value For Money
Exceptional Customer Service
I needed to replace my washing machine at short notice and rang customer service at House of Fraser. I asked, by the by, for an idea about how much it might cost me to get someone to un-plumb my existing machine (it's a built in one, so it wasn't a simple case of House of Fraser removing it for me. The man I was speaking to offered to ring around handymen in my area. He did so, and rang back half an hour later, having rung a dozen handymen in my area to get average prices. I was so impressed with this level of service that I decided to get my washing machine from them. I was already impressed with the level of detail on the website and the ease of use and amount of information as well as the pricing - obviously. Would definitely buy from House of Fraser again.
Quality of website
Value For Money
Whirlpool Adp8639 Dishwasher
Very pleased with the ease of use of the house of fraser site. The opportunity for a delivery date over the weekend (even Sunday!) was especially useful as this meant no need to take time off work.
Rapid delivery means rapid delivery - next day option was great, with a good price too.
Hotpoint Dual Fuel Free-standing Cooker Hud61ps
Very helpful customer service officer when I telephoned with an enquiry. Website easy to negotiate, and complete.
Dear Customer,
Thank you for your great review. I am glad to hear you're happy with your purchase. You have certainly bought a lovely appliance, I hope you enjoy cooking with it for many years!
Shelby - House of Fraser Kitchen Appliances
Customer Service
Quality of website
Value For Money
So Far So Good!
Just ordered Smeg oven and really pleased to see that rapid delivery dates are indeed rapid. Fingers crossed that the promise of delivering, connecting and getting it ready to use is kept. A great start to my buying experience with HOF. Hope to use them again.
Hi Lchessis
Thank you for your reply.
I am very sorry to read that you would not look to use our service again in the future, I can assure you that this is very sad for me to hear.
We do try to give as much information on our website so all customers can view the services we do and do not offer, I am sorry that this was not made clear to you.
I appreciate I am unable to change your experience and I do understand your disappointment, especially as you were expecting your new appliance to be fully connected.
I do hope that you will give us a second chance in the future and give you the high level of service that we always aim to give.
Thanks,
Natalie - House of Fraser Kitchen Appliances
Thank you for your response. Unfortunately, telling me after the event that HOF do not connect electrical equipment was little help to me and perhaps more importantly repeating the message today does not help me anymore or go anyway to making up for the inconvience caused to me because of this order.
I will not choose to order from HOF again as I would not want to risk falling foul of misleading marketing again.
Hi Lchessis
Thank you for sending me your address details, i have looked into your order and I can see you have spoken with one of our customer service team regarding the connection of your appliance. As he has explained as a company we do not offer connection on any electrical connection appliances such as ovens and hobs.
I do however understand how this could of seems as if we could offer this service and i am sorry this has been misunderstood. I have asked our web team to look at the website again to see if they can make our connection service clearly on what we can offer.
Once again i am very sorry for any upset and confusion caused.
Vicky - House of Fraser Kitchen Appliances
Hi Lchessis
Thank you for sending us your order number, unfortunately the number have have provided is not bring up any details for you.
Please can you send your address details to the email address below and i will ensure you order is looked in to.
Thanks
Vicky - House of Fraser Kitchen Appliances
Order number HOF601904
Thank you for looking into this. I look forward to hearing from you.
Customer Service
Quality of website
Value For Money
Can't Use Gift Cards On Kitchen Appliances
We recently bought a new house and were given loads of House of Fraser gift cards and vouchers as a moving in present. We always wanted a rangemaster so we decided to put these towards the cost of our cooker. Once we were at the checkout, we found that we couldn't use the cards online. I called customer services and was told that we couldn't use them over the phone either - you can't use gift cards on any kitchen appliances.
However, we went with HOF for our purchase as the price was one of the best we could find in the market. The delivery dates and prices were also really reasonable.
The delivery is yet to happen but they have asked a reassuring amount of questions so I'm hopeful that there will be no issues with this.
Dear Customer,
I am really sorry to hear about the disappointment caused by not being able to use your vouchers/gift cards for the recent purchase of your cooker.
I trust that delivery will go well however if you experience any difficulties please do not hesitate to contact me with your order number and contact details.
I hope the house move went well for you!
Kind regards,
Jane Gough
Quality and Excellence Coordinator
House of Fraser Kitchen Appliances
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