House Of Fraser
Reviews and Complaints

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.

I live in Sri Lanka and was in the UK and on 4th Nov 2022 i purchased 3 Perfumes for the price of GBP 67.20 from your outlet at Eden Shopping Centre in High Wycombe. When paying the salesperson advised me that my payment has not gone through and that they do not accept signature cards, then i paid in cash, for which a receipt i have. However, on my return my credit card had also been charged for the same amount, which is not acceptable.

My name is Andre Sean Dwight. My email is - sean.[protected]@cinnamonair.com

Images are attached with this complaint (including a cash receipt and a void card sale).

I went to house of fraser last week Tuesday around 7pm. A man was following and staring at me and my husband. I never experienced this sort of behaviour before. The man works there but didn't approach us, he just stared and followed us down the escalators. We felt uncomfortable. Once he saw that we saw him and our bag for which we purchased an item. Then he ran up the escalators. I didn't have time to go upto him and ask his problem. Also the people working at the middle floor seemed very unprofessional as they didn't offer help and no one was there at check out. I usually have a great experience at house of fraser but that day it seemed like new staff that haven't been trained well. All I know is that I have now got an negative experience from house of fraser - lakeside.

I ordered a pair of trainers on 12th August and paid £7.99 extra for next day delivery. They didn’t arrive so I contacted them via email and was told they’d arrive by 19th August. Since then I have sent numerous emails and messages via the Facebook page and have had no reply. It is now 2:rd August, the money went out of my account on the 12th. I even contacted the courier Evri and they told me to contact the seller.

Bristol Cabot circus store on 14th July 2022 at 11.20am

I visited this store with my wife and 2 babies in pram 1 is 1year old and other is 4month

My wife wanted to try on some shirts in fitting rooms so she wanted me to give her a options whether they were ok on her or not

At the time there was a young girl handling the fitting rooms I was stood up the top of the fitting rooms entrance with the pram and a coffee from cafe Nero in my hand which I just bought from inside your store

I wasn’t blocking the entrance and the girl didn’t tell me to move she was fine with it

My wife was trying on the shirts and came out to show me they was a bit tight then I turns to the older staff women who came to hang some clothes on the rails can you see please if you have either of these shirts in a bigger size she then looked at me and said Excuse me your not allowed to be in there nice get out I said ok I’m trying to move a double pram plus hold a coffee as well and she then clapping her hands at me and said come on hurry up chop chop I turns to her and said I am doing it next thing she go and get the security guard to come cause she said I was being rude to her

2 things I would like to point out

1) the young girl who was handling the fitting rooms why didn’t she tell me that I wasn’t allowed to Stand where I was which she didn’t say anything to me

2) the old women why did she have to talk to me with no respect and clap her hands at me and tell me hurry up when I have a double pram with 2 babies in

She should of understood that I was waiting for my wife while she was in the fitting room also my wife has disability she is profound deaf so I am her carer

When security came I was angry anyone would be

The women manager came over and she didn’t even seem to listen to my point of view she said that’s it now drop it and go

So I walked out

Later on in the day my wife went back to the store to change something she then felt like she was being targeted staff watching her every move when she came down to the ground floor where I was waiting by the shoe place to buy her come sandals

Security came over to us and said excuse me we have photos of you both which was taken without my consent also has my children in these photos which is breaking the law

Also when I asked why he called down the manager bloke who then came I told him what happened and how we are feeling like we are criminals

How there staff have treated us today

He said and their my friends and yeah I’m sticking up for them now get out my store and made the security escort us out

With 2 young children

This is absolutely disgusting

The staff are very rude

No respect or understanding

Just didn’t care at all about customer

House of Fraser, Lakeside, Essex - I’ve never felt so uncomfortable and belittled for returning and trying on shoes. The staff were incredibly rude to every customer and at one stage they all grouped together complaining about a member of staff not turning up, there were customers waiting at the time.

I tried on 3 pairs of shoes, but didn’t want to bother them anymore as it was clearly a chore for them.

What on earth has happened to this store with it’s once polite and helpful staff?!

I’ve been shopping at House of Fraser for years, but they’ve now lost a loyal customer.

Disgusting way to treat people!

Zero stars. Absolutely appalling in this day and age to refuse to refund a product purchased and returned within 48 hours, still in the packaging and with receipt. I will never shop there again and will advise anyone to avoid it entirely. Imagine, if M&S had this behaviour - I'm sure they'd be out of business or inundated with complaints. They cannot and should not be allowed to state "We are the leading, national premium department store group in the UK and Ireland" - absolute rubbish.

My daughter went to Lakeside shopping centre in West Thurrock on 25/03/22. She bought Bobbi Brown Blush for the Mother's Day. When she came home and show me the product it was saying powder. I told her that is the wrong product . We went next day to exchange the product . First the old lady(Maxian) told me that she doesn't work here. When we explained the issue. but said she can't help than I said to her I know you told me that you don't work here, so can I speak to the manager please . She told me she is the manager! (her name is Maxian) was shocked. A manager doesn't want to help to the customer saying " I don't work here"

She called her colleague(Roberta) she was sided with her without listening.

Also calling me "darling". My daughter was so disappointed! her 2 weeks pocket money went in the bin. What a horrible customer service!. I will stay away from House of Fraser.

Good afternoon
I attended your House of Fraser Victoria branch today at around 14.10 as I have been trying to swap a makeup product from Ester Lauder. I have been struggling to find someone who works on the counter for a few weeks now. Standing next to the counter on a stand was a lady who works at HOfF. She ignored me until I went up to her to ask if there was someone working there today. Her reply was "people have Covid nobody is here". I reply "oh, again" in response to nobody being there not in regards to the Covid pandemic simply because I have entered the store a number of times to no Estée Lauder lady being available. The lady became very rude to me and made no offer to help me with what I was looking for. I told her I thought she was being rude and she then refused to help me or talk to me. I asked for her name to which she refused to give "personal details" but told me she was the store manager and that she found my response rude and told me she did not tolerate rudeness in her store. My partner asked her why she thought I was being rude and her response was that my attitude was rude. Another lady from one of the counters was there to witness the exchange.

I attend your store quite a few times a month to purchase makeup, clothes and electronics/games and have had conversations with various staff who have all been so helpful and in fact I have had long conversations with many of your staff all positive. For some reason this lady in particular was so incredibly rude, I am very upset and I don't actually want to shop in your store again because I now feel as though if I go in there she will be rude to me again or not serve me. I cannot believe that that is appropriate customer service. I tried to speak with her and discuss the exchange and to explain my side of things in regards to her feeling I was rude and she just told me I was rude. I cannot believe that a store manager would behave in this way to customers.
I also now still have a makeup product purchased on the 18/12/2021 at 15.41 that I am trying to exchange for the right colour. So I would really appreciate some help in this matter.

Purchased a bike, bike arrived and realised it was the wrong size. Contacted and sorted out sending it back for an exchange. Courier picked it up and delivery to house of Fraser got refused by the warehouse staff. Emails after emails and still no helpful outcome. I'm shocked by the poor customer service and lack of help I have received with getting this exchange. The best outcome now is a full refund.

I went into the Plymouth house of Fraser store to look at the menswear products. I asked the customer assistant if I could try on a jumper from the Hugo boss section the employee was quite rude. I then tried on the jumper and left the changing room. I went back to the Hugo boss section to see if there was a different size and the employee came up to me in a very abrupt way and basically shouted in my face that I shouldn't be leaving the changing with the product. I then in a very polite way explained that were were no customer assistants at the changing rooms therefore how was I supposed to know that I wasn't aloud to return to the Hugo boss section with the item I desired this woman then called the security guard and he started following me around the section looking at the clothes as if he was going to purchase a product. I feel like it's very unlikely I will return to the store as I was made to feel so uncomfortable I asked for her name and she told me it was carol in a very rude way

Unbelievable. They delivered my parсel and have no idea where. How do you like it? Very professional.
I doubt it's hard to find out where the package was delivered, couriers fill out forms and receipts, it's easy to find it. And only god knows what stops them from doing this. Maybe they are being too lazy?
They promised to refund, but it will take too many days. I never understood this. Why taking my money is a fast process, unlike its refund? Wild.

I made an order and purchased something from www.houseoffraser.co.uk and did not receive it! This company is terrible, extremely unprofessional and a total joke. I contacted their customer service many times and finally found out that my order was delivered to the wrong address. Are you kidding me? I asked about my parcels location and they said they had no idea where it was delivered. When I asked for a full refund they said that was impossible. Then they said that it was my fault and claimed I gave them fake information. Why do I need that? I'm ready for everything just to get my money back. Beware and avoid!

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