House Of Fraser
Reviews and Complaints

I purchased a Sonia Rykiel domino handbag for 686 GBP (which worked out to $1086 USD) on Sept. 2, 2015. I also had to pay customs/duty taxes of $164. (I live in New York). But when it arrived on Sept. 4, 2015, I immediately noticed that it was damaged - it was missing one of the crystals. I was very upset because I spent a lot of money for this bag and expected it to be in perfect condition. I immediately sent them an email, asking them to either replace it with an undamaged one (at their expense) OR provide me with a full refund of the purchase price, a refund of the customs/duty taxes, and a free-shipping-return label to send the damaged item back. They ignored my email for three days - and when they did respond, they sent me a "form" reply, telling me I had to pay the shipping costs to return the item - and that they wouldn't reimburse me for the customs/duty taxes. I think this is absolutely outrageous. ... Return shipping will cost me at least $50 - and I've already spent an additional $164 in customs/duty taxes. Why should I have to be out of pocket by more than $210 (USD) because of HOF's quality control sent me a faulty handbag? This isn't right. I certainly didn't order a damaged handbag. I would never have purchased this item if I thought they would be sending me a damaged one.

I think the HOF has both a legal and moral obligation to cover the return shipping costs and to reimburse me for the cost of the item and the taxes that I paid.

If anyone has any suggestions on how I can contact someone in senior management or the CEO's office to resolve this, I would greatly appreciate it.

The order # [protected]
Order date: Sept. 2, 2015
Date delivered: Sept. 4, 2015
Item: Sonia Rykiel black domino small stud hobo bag
Product Code # [protected]
Price Paid: 686 GBP
Customs/duty taxes: $163.89 USD.

I also have photos of the damaged handbag which I sent in my emails to them. But they never responded after the "form" reply.

I am attaching the photos as well as the receipt for the customs/duty taxes that I paid.

I would greatly appreciate your assistance in resolving this dispute.

J. Morrissey

I bought a bridesmaid dress in house of Fraser unfortunately for personal reasons my friend can no longer attend wedding. I was obviously upset and had spent £170 on the dress so I took it back into the hop.it was bought on my mums credit card and the girl in the shop was able to call it up on her screen to show proof of purchase..she said that it was over 28days ago in a really rude tone and loud enough to draw attention.i was really embarrassed and ask if that was a problem..she took the dress hung it up behind the till and then said they would not do a thing to help..I asked was it even possible to get a smaller size or a credit note..she could not have been and more patronising and got the manger and 3 of her colleagues to tell me the same thing as they gathered around me..it was really embarrassing.i asked for the dress back and they shoved it in the bag..since coming to Belfast I have spent a lot of money in the shop and this has left me really angry as I have a dress I can do nothing with.. I then met as usual a really nice member of staff trying to sell me something and mentioned their wedding gift service but there is no way I could trust them again. Don't know how long they will stay in Belfast but they need to realise that customer service is the new competitive edge not stacking up quick sales.

this company have foreign nationals working for them who refuse to do anything you ask ie. refused to change my address details.
refused to close down account
refused to let me speek to a manager or supervisor. what should I do?.

ordered from house of fraser 28th dec still have not received my order.After ringing on the 5th and complaining i was told by a Bernadette (manager?) she would speak to her manager and ring back that was a lie because I am still waiting for that phone call Their delivery tracking might as well be in a foreign language as the customer cannot understand it and looks as though the delivery is going around in circles?
i have been trying to ring them over the past 2 days to no avail all I hear is MOBI whatever number on the auto system I press have they gone into liquidation?
TERRIBLE TERRIBLE service or should I say NO service at ALL be careful!

Just tried to spend £30 in gift vouchers today 4 July 2010 at House of Fraser in Nottingham - an xmas present from 2 years ago. Was told they were invalid as they had an expiry date of 31 May 2010. Had no idea that gift vouchers could expire. Can't really see the difference between them and cash. In this case House of Fraser was given £30 in cash 2 years ago - they've had use of that money for 2 years but now refuse to honour the voucher. It seems pretty shonky to me!

I wonder how many other people make the same mistake resulting in a nice little windfall for House of Fraser. I bet they make thousands every year from poor suckers like me. Will definitely NEVER, EVER shop there again. If that's how they treat customers they won't get my custom again.

Shame on you House of Fraser - a pretty shabby trick!

House of Fraser should win a prize for worst retailer of the year. After delivering a faulty item, instead of immediately exchanging it for a new one, they insisted in sending an engineer to look into it (less than 24h after purchase). The engineer came, but they now need extra 24h to process the problem, before they can arrange any exchange/return. According to Sale of Goods Act 1979, the consumer shouldn't ave to deal with the manufacturer, since the retailer is liable for breach of contract. Also, according to the same legislation, within 7 days the client has the RIGHT to exchange faulty good, without the company claiming the consumer is a big fat lier and is probably just moaning about the faulty item. Usually when I'm deceived I quickly give up pursuing the problem, because it's very tiring. But this time I'll go till the end and claim damage for breach of contract. Consumer, DO NOT BUY FROM THEM! They are great at selling, but after they got your money, that's it!

I bought a wine cooler from House of Fraser that arrived today, to give to my husband next Tuesday as a birthday present. Two really bad things happened: 1) the door came broken 2) their website stated the colour is stainless steel, and I got a black one. They refused to come collect the item back and give me a new one. They would charge 100 pounds for it. They want to send an engineer to try and fix it (as if colours could be fixed). Now my husband is going to find a broken birthday present, since the engineer won't come in time. Regarding the colour, they keep saying that the manufacturer only makes black cabinets now. So we are facing an even more serious problem here: false propaganda. All the pictures in the website site are stainless steel, and it says COLOUR: Stainless Steel. So they pretend to be selling something that doens't even exist anymore. I will take legal action against them, because I don't want to keep this unit, and they are giving me no option. I have all the pictures and print screens from the website. I asked if they could give me a new one, not broken: would take a week, which is even more weird since they have next day delivery in their website for new purchases of this item. Shame on you House of Fraser!