House of Fraser

Purchase from House of Fraser at your own risk! Terrible company, terrible service, especially when it comes to handling returns and refunds.

DO NOT BUY FROM THIS COMPANY

Awful experience with House of Fraser.

Purchased a Ted Baker watch and it never arrived.

When taking the matter up with customer service it was a terrible experience.Firstly told a replacement would be sent. When I made a complaint next thing you know there is no more stock and a refund would have to be issued even though there were 10 left in stock being advertised online.Thought House of Fraser was a reputable company unfortunately it is not.Under no circumstance should you buy from this company. Also talking to an actual person is a no no . They only communicate by email or a generated computer assistant which reverts back to email.

I will never buy anything from House of Fraser again.

I bought 2 tops, identical except for colour, wore each once then washed them together in a 30 degree wash. One shrank by 4 centimetres, so I sent it back for a refund.

House of Fraser returned it to me, saying that they could find no manufacturing fault and I was therefore not entitled to my money back.

So I raised a complaint and included a photograph of the two items side-by-side as evidence. But they refused to budge, and subjected me to the 'broken record' technique. So I escalated it.

The response from Jan (part of the management team) said "A product shrinking within the wash is not classed as a manufacturing fault.".

So there you have it - House of Fraser does not believe that the Consumer Rights Act applies to them.

I have given the top to Oxfam.

such bad customer service , returned a top that was not correct size but they did not have the right size so got a credit note . Then went online to purchase correct size and used the credit note to do this , which then just left me to pay for delivery , which i did and authorised debit card payment for this . I then found that the total amount was taken for the new item plus delivery and they said the credit note did not get accepted properly .

They now want me to return the item , wait 10 days for a refund , then order the item again ( and i am now concerned that this whole episode could happen again ) , and when i asked why they could not just refund the amount of the credit note and keep the delivery charge and then i can just keep the item, i was told this was not possible. This is a whole waste of my time and such an inconvenience when i thought online shopping was supposed to be making things easier ,

Once i have sorted this whole episode out and spent the credit note , i will no longer shop with House of Fraser due to their poor performance in this matter

What's going on with to his company, I use to buy lots of products from these and the goods where great quality. Now it's low grade and cheap stuff for the same money.expensive postage and no free returns . Sorry but this company is on its last legs as far as I am concerned.

love the variety. Also when returning small items such as clothing you can use the Collect service and take youR parcel to a local participating shop (such as a convenience store) and the parcel will be collect from there so you don't have to go the to post office or wait for a courier to collect. Refunds are always received within a week.

Very friendly and helpful it was very clean and very relaxed atmosphere and excellent value for money.

Absolutely great suit bought for my son from here! And they tailored it in less than an hour. Life savers!

I would recommend them for all last minute shopping needs!

We had been looking to purchase a suite for some considerable time. By accident we passed through the furnishing Dept at H of F Cheltenham and saw a suite which took our eye. We were welcomed by a gentleman who made us feel very comfortable and relaxed. He answered all our questions and offered advice when we requested it. Such that we went home checked some dimensions and returned that afternoon and placed an order. May I say the salesman was very patient, not at all pushy, very knowledgeable and I would say that it was mainly through him that we placed ther order.

I thought House of Fraser a reputable company how wrong l was!!!!!!!

I went into the Maidstone store to purchase a new sofa. I was served by a man who was apparently the furniture manager ?????? I ordered a set of the sofas to be exactly the same as the ones they had on display. Whilst he was gathering the paperwork he was telling me all about the evening he had had the night before, how he hadn't had any sleep at all as he had been at the vets with his dog until 4am and then been up early for work. So, I signed all the paperwork and left. Delivery was scheduled for sometime in February. I then received a phone call from the delivery company on Monday 5th February saying that they would deliver on Saturday 10th between 7am and 7pm. Unfortunately there was no way I could be in that day but they said there was no option "Saturday or nothing!" They said if I couldn't be in to take delivery I would need to contact the store I purchased from for a refund as they would not deliver any other day ???? I then had to contact HOF head office but they had no record of my purchase ??? So I had to contact the Maidstone store who finally managed to arrange delivery at a more convenient time. The sofas were then delivered on Wednesday 7th February. To my surprise when the delivery men unwrapped the sofas, they were not the same as the ones I had ordered from the store. The feet were a very dark wood, the ones in the store were oak. I ordered exactly what I had seen on the shop floor! I phoned HOF head office and was told I needed to contact the Maidstone store directly. I then called the Maidstone store directly and they told me I needed to call the head office and they gave me a different number. I called this number and they took my details and assured me someone would call me back. A sales assistant then called me to tell me that the person I had dealt with was away until the following week and he would call me back upon his return.

By the Tuesday I had still not heard anything so I called the store back.........this time I got to spoke to the person I dealt with. He was rude and aggressive with me. On three separate occasions I had to ask him to stop shouting at me. By this time I was feeling very uncomfortable and had to hang the phone up. After I had stopped shaking I called HOF head office which was in Sunderland, with a Sunderland area code and who answered ............. the same man from the Maidstone store???? Brilliant, he then started shouting at me again. He was saying I had specified the dark feet, why would I do this when I wasn't even given a choice of the colour of the feet. I ordered the same as in the store, which was oak. Had I known there was a choice and been given the option, I still would have ordered the oak as that is what I wanted. I then remembered back to him telling me how on the day I had ordered my sofa he had had no sleep the night before, maybe he should have not gone into work that day as it appears HE has made mistakes !

This dispute is ongoing and they have now said that I can have the feet that I first ordered but at an extra cost to myself ? The emails I receive regarding this are unsympathetic and patronising. For something that was their mistake in the first place the customer service is appalling!

To summarise I have had an extremely disappointing experience (that I fear is not over yet) and I would like to warn people to steer clear of this company as they are unknowledgeable, unprofessional, rude and aggressive!!!!!!!!!!!