House Of Fraser
reviews and complaints

I was looking for a specific wall shelving display and found a few options of suppliers online, one being House and Fraser and the cost of the product was the same on different websites so as I thought House of Fraser would be a more reputable company I decided to place my order with them. When I was placing my order there was absolutely no delivery charge showing which at the time last night I thought was good as other supplier was charging £2.99. I made my payment over apple pay as it saves applying all my address details etc and then upon confirmation the price when from £35.00 to £54.99 which I could see was £19.99 of delivery charges. The product is a relatively set of 3 circular shelving units and absolutely does not warrant a £19.99 delivery charge, I would think twice about that for a large item of furniture. I obviously tried to cancel my order straight away and it is all automated and just refers you to their policy and you are unable to cancel a order, so even if I return I will not get back my delivery charge. I am unable to locate a phone number anywhere and am now seeing lots and lots of dissatisfied comments. I have sent email but it looks like i will receive my product with charge before they reply. I am absolutely disgusted with the service and am hoping I will receive a contact and response very soon with an offer to refund this delivery charge.

16KASIMDA HOUSE OF FRASHER MARKASINDAN SİPARİŞİMİ VERDİM. SİPARİŞİM UGG BOTLARDI. SİPARİŞİ LONDRAYA İSTEDİM. SİPARİŞ NUMARAM HOF40000079705788 KOYACAĞIM BELGELERDE İSMİM VE SOY İSMİM YAZIYOR. 18 KASIMDA SİPARİŞİM EVRİ HERMES KARGO ŞİRKETİ TARAFINDAN DAĞITIMA ÇIKARILMIŞ. DAĞITIM ESNASINDA BANA ULAŞILMAYA ÇALIŞILMADI VEYA KİMSE TARAFINDAN KAPIMA GELİNMEDİ. 18 KASIM GÜNÜ APARTMANIMIN GİRİŞ KISMINDAKİ ÜSTÜNDE BAŞKA İNSANLARA AİT KARGOLARIN OLDUĞU BİR MASAYA BIRAKILMIŞ VE GİDİLMİS. BENDEN İZİN ALINMADAN VE HABER VERİLMEDEN. NORMALDE APARTMANIMDA SAHİPSİZ KARGOLAR İÇİN KARGOCUYA GÜVENLİ VE KAYBOLMADAN BANA ULAŞABİLMESİ İÇİN BİR FORM DOLDURTULUYOR FAKAT 18 KASIM GÜNÜNDE BENİM KARGOMA AİT YAZILMIŞ HERHANGİ BİR ŞEY YOK. ŞİMDİ İSE KARGOM KAYIP VE PARA İADESİ TALEP EDİYORUM

Riverdale,
Severn Lane
Welshpool
I made an order: 28 June 2023 HOF40000077572734 but was told on 11th July:
Maleena II Organic Capris True Red 12
Product Code: 543736/92/215
Temporarily out of stock. A cancellation request has been processed

I have made multiple contacts to your company through the online chat service & via e-mails because they refuse to give me a phone number.
I made the order through Fraser Plus credit service so I've had to pay Fraser Plus credit service £25 for goods that you NEVER sent otherwise the credit service said they'd charge me a late payment fee which will affect my credit score.

I paid them a day late so this could still happen. I sent them a copy of the house of fraser e-mail detailing the order cancellation but they won't credit the item was cancelled until you tell them directly.
I've already contacted the financial ombudsman about this but sadly fort me they won't start an investigation unless you haven't resolved it by 21st August.

Not long for you to correct this inefficiency since you've already had a month & done nothing.
If Fraser Plus charge me interest & a late payment fee for an amount I don't owe due your systems then it goes without say I will expect you to pay the charge
Please sort this out immediately

Dear Sir / Madam,

I am writing to you to raise an issue about: Online

The issue that I have experienced was: Dear Customer Service Team,

I hope this letter finds you well. I am writing to express my deep disappointment and frustration regarding the recent experience I had with House of Fraser. I had placed an order and subsequently returned several items through your chosen delivery company Evri. Unfortunately, the items were lost in transit, and despite my attempts to resolve the matter, I am yet to receive a refund for the lost items.

Order Number: HOF40000076559699

Date of Purchase: 11/04/23

Return Details: Evri

Return Tracking Number: H0047D0011083111

Date of Return: 25/04/23

Items returned worth £649

I initiated the return process in good faith, trusting House of Fraser's reputation as a reputable retailer. It is disheartening to discover that my trust has been misplaced, as I am now left without the items I returned and without a refund for the lost items. Your choice of delivery company has caused this unfortunate situation, and it is essential that House of Fraser takes responsibility for the issue.

I have made several attempts to contact your customer service department regarding this matter, but to my dismay, my concerns have been brushed off, and I have been informed that House of Fraser is not liable for items lost by the delivery company. This response is unacceptable and highlights a lack of accountability on the part of your company.

As a loyal customer of House of Fraser for several years, I have always appreciated the quality and variety of products offered. However, this incident has severely tarnished my perception of your brand. A company of your stature should prioritize customer satisfaction and address issues promptly and professionally.

I kindly request that House of Fraser reconsiders its position and promptly issues a full refund for the lost items. Furthermore, I expect a thorough investigation into this matter to prevent similar incidents in the future. Ignoring or dismissing customers' legitimate concerns only serves to drive loyal patrons away.

Please be advised that I am prepared to escalate this matter to relevant consumer protection agencies and seek legal assistance if necessary. However, I sincerely hope that it does not come to that, and House of Fraser can rectify this situation with an appropriate resolution.

I am looking forward to receiving a prompt response within 14 days from 24/07/23. Kindly contact me at [protected]@gmail.com to communicate your resolution to this matter.

Thank you for your attention to this serious issue. I hope we can resolve this dispute amicably and maintain a positive relationship between House of Fraser and its customers.

Sincerely,

A.

It occurred on: 2023-04-11

This meant that More details above

Issue a refund of £649

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

A.

To whom it may concern,

This is my last option to complain about the lack of support from you and how you devalued me as a human being. Have waited for weeks without seeing my remaining items and all your customer service teams were pushing me around.

If you did not solve my issue then I will take you to consumer rights.

I paid for 5 items, 2 items was delivered and three items were not delivered. Order number: HOF40000077036365.

Order 19 May 2023.

I will not lose my money.

I’m waiting for your response.

I placed order online for a clutch bag.

Courier service responsible for delivering item, reported it was damaged beyond repair and I needed to inform sender.

After multiple attempts to contact sender, on 27th may they informed they would process new order to replace item I had not received.

Up to now I still have not received item.. I have emailed house of Fraser daily and had two response informing they will investigate and asking if I wanted replacement or refund. I have responded daily that I want a refund and still not heard anything for days.

I ordered 2 pairs of trainers through house of Fraser. They were delivered by EVRI. When the parcel was delivered there was only 1 box in the parcel, when i opened the parcel the delivery note suggested that both parcels should have been delivered.

The delivery driver was pacing my hose after delivering more packages to the houses down the lane so I waved her car down to stop. I explained the situation and she stated maybe there is another parcel to come I stated that the delivery note stated that there should have been 2 boxes on the packaging, after a general discussion with the delivery driver stating this had happened to us several times over Christmas she reported that this had also happened to her and that she is aware it has happened previously. On three separate occasions we have had parcels missing, and had our money refunded albeit after numerous begging emails trying to prove our innocence. At the time the delivery driver stated that she would be a witness to the company stating that only one box was in the parcel. On further inspection the packaging had been tampered with and re-sealed with clear Sellotape. The packaging was big enough for two shoe boxes but had been resealed to make it look smaller. Unfortunately, at this point the driver had gone so i was unable to show this to her.

I sent a complaint to the House of Fraser infract several emails and also went through the company resolver. I sent a picture of the packaging.

After several emails back and forth House of Fraser are closing the case stating that they have investigated and they are sure two parcels were sent. I have not had a thorough investigation to this matter and still have the following queries unanswered, please not i have asked them to look into these issues and they have ignored me.

House of Fraser state that because they have evidence that the two boxes were packaged and left the warehouse intact then they are able to continue with the investigation.

I have stated several times that I have never disputed this fact but they do not have evidence to state that two boxes were in the packaging when they left the delivery warehouse, this is what I am disputing because only 1 box arrived.

Here is a list of the questions I have asked but have had no answer which I feel will help resolve the issue.

1. Can House of Fraser if they use clear Sellotape to package parcels – the parcel i have has clear Sellotape on it to patch up a tear.

2. Can house of Fraser that two boxes left the delivery warehouse and not just the packing warehouse.

3. Can house of Fraser show CCTV of the size of the parcel as I have proof on my CCTV of the size of the parcel recieved. this can be held easily with 1 hand, i am sure that 2 shoe boxes in a parcel would be difficult to hold with 1 hand.

4. Where is the statement evidence written by the delivery driver stating that 1 box arrived – surely this is enough evidence

5. Can someone look at my packaging to see that it had been tampered with

6. I have raised a breach of GDPR as in the opened parcel was all of my personal details i would like this investigated but House of Fraser has ignored this.

These trainers were a present and due to financial difficulties we are being told that no refund is available. I have had several problems over Christmas whereby EVRI delivered parcels that had been tampered with one of which was investigated by the House of Fraser, surely they can see that this has been a problem in the past.

I would be very grateful for any help in this situation which has become very stressful as were are not being listened to but are being accused of being fraudulent. Please tell me the attached picture is not a representation of how this parcel was sent out !

Kind regards Max

Hi I received a credit note when I brought my husband T shirt for Xmas.

The credit slip was in my purse as I was saving it for his birthday in March

Yesterday I found on line 3 items and I was going to top up with my card.

I put the items in my basket and went to pay when I noticed I was being charged

£10.00 for the delivery. I did not need to pay for next day delivery as his birthday

Was in March. So I went back to change delivery for £4.99.

However it had wiped out the credit note numbers and pin code so I re-entered

The numbers. Then it was saying unable to use as it was cancelled

Please can you help.

i bought a hoodie and a matching joggers on the 18th of December and paid for a next day delivery as it was supposed to be a Christmas gift for my husband.

This item was not delivered until the 12th of January which by this time was past the 28days return window.

Unfortunately, my husband didn't like the feel and material of the wear. i have made several attempts to return it but i keep getting passed to different people and the last person i chatted with who is called Sian was starting to become rude.

All i want is to return this item which is still in the packaging back and receive my full refund.

I returned 3 items in one parcel paid for and collected by evri . Total was £700 . I item refunded other 2 not to value of £460 . Sent all information to them . This has been since oct 22 and all I keep getting is a reply saying we have not received the 2 items . Have communicated with 11 people and no one willing to give me a contact number. The last reply I got was get over it you are not getting your refund . So between evri and Hof items lost and I have to pay . Not sure where to go from here

Order No: HOF40000074339263 dated 03/12/22
I returned the above order to HOF on the 5th December via Evri from their returns website.
I have been emailing and webchatting for over a month now to no avail. They just keep saying the same old things as
1. Looking into it
2. Not yet received
3 Will escalate with relevant department
We all know how useless Evri is so the parcel is probably missing but this is their responsibility not mine.
My email is Sarah. [protected]@gmail.com
Tel : [protected]

On the 5/12/22 police ref num 2363 05/12/2022 attending officer [protected] I was assaulted in house off Fraser in Birmingham town from 2 security guards. I was approached after leaving the store filled as I thorn I was robed I can't recall seen a badge was puncher in my face multiple times causing fractures to my jaw broken nose broken teeth I have been in the fracture unit in Queen Elizabeth Hospital where in still receiving treatment. I spoke to the management some time later where she has taken my contact deals but still have no reply from them. I am very frightened a still in pain a shock I have police log as there arrived in the store an ambulance arrived on the scene, I was wrongly accused as the cashier made a mistake I believe I was targeted this security card can off killed me with the force applied an injured me in a very bad way where I'm still suffering from the result off what's happened.

Order number:HOF40000074560365

I ordered 7 items on Sat 10 Dec from House of Fraser. On Sunday 11 Dec, 3 of 7 items were missing. Upon contacting HOF, the online chat staff member claimed it might turn up, but when I asked for a tracking number they could not give me one. I had paid for next day delivery and was expecting all items to arrive on Sunday. Later on in the day I made contact again to see if they had an update. They now claimed the items were missing. The product codes of the missing items were 989659/10/000 (£[protected]/69/000 (£[protected]/19/430 (£60)

Amounting to £510. The items arrived in a bag with a sticky fold. They have now informed me that items were scanned and dispatched and therefore they cannot accept my ‘claim’

I have been a loyal customer of House of Fraser ever since starting my employment over 20 years ago. It was my go to place for both special celebratory and Christmas presents. As a child, House of Fraser epitomised class and quality, over and above stores like Marks & Spencers. Seeing your appalling Christmas advert, I was shocked and disappointed. Who directed this, as they have absolutely, 100% missed your target audience. Will not be shopping with you again. My 12 year old could do better. Do not expect a response, but felt I needed to let you know for old times sake. Good luck with your sales.

I ordered from House of Fraser on 24-11 HOF40000074104580. A few items arrived but the bulk has not been received.

No numbers to ring, you have to go through the online chat which is frankly awful.

The parcel has been stuck with Evri since 27-11, you can't contact them you have to go through HOF

3 times I have gone through the online chat, not really interested and the whole thing takes so long that you risk being cut off . Never knew where I stood.

emailed... no answer

Today I tried again and was told a refund is being issued and will get it in 5-7 working days (is this still 1985?)! At least I got an answer but yet to see if I get my refund!

This really is the worst customer service I have ever come across!

I placed an order on 23/11/22 Evri tracking said delivery issue 25/11/22 and it would be out the following day. I contacted House of Fraser on 30/11/22 when they were looking into what the problem was and are still looking into it 7/12/22

I have paid for my order which I've not received but don't have, can't get a refund and unable to pick up another from store, I have to wait for it to arrive if it does before I do anything... All I want is my order delivered or able to pick up/ refunded.