Review Time
Wish I’d read the complaints before I placed an order. Saw a jacket on sale on their website. Added to basket and same price. Used Apple Pay and receipt showed Id been charged full price. Immediately checked the price and it was still showing the reduced price so screenshot and waited till the Monday as the only way you can contact is through their online help.Explained on the a Monday to Sandile and said they would honour the price shown if I supplied a photo of that price but ONLY once I’d received the item. Said I’d cancel the order but assured me I’d get the refund and sent transcript of conversation as evidence I could use.. Jacket arrived two days later so immediately contacted then again to be told, no…won’t honour that price as it was full price at time of sale (a complete lie). Have sent them proof and transcript but now they are ignoring my email. Given the issues people have had trying to get a refund at all from this lot, I’ll probably keep the jacket but will NEVER buy another item from them and will be informing everyone I know to avoid this company at all costsHow far they have fallen as used to be a company you could trust but not any more. Avoid at all costs..
Supplied a review for House of Fraser and it was rejected, as they asked me to submit my experience shopping at HF Croydon. Obviously they don’t publish bad reviews. What is the point of requesting feedback. I advised them to review Trust-pilot. It said it did not meet their guidelines, obviously following the template laid down by Sports Direct. Trust-pilot should have a Negative Value indicator, which both of the above would fall into the category
If I could give 0 stars then I would ,purchased some items , tracking stopped on the 21.09 , no actual phone number to contact HF , after several emails with incompetent customer service advisor I requested immediate refund . One time unavailable any longer as not in stock , they kept going backwards and forth with what I want to do , despite me telling in every email what I want them to do , advisor just kept ignoring . Won’t buy from them again purely because of the customer service ( non existent )
Purchased an item on September 19, parcel was subsequently lost by Evri. HoF certainly came across very uninterested in dealing with the situation. Always the same feedback. Took six weeks and the threat of being reported to Consumer Advice Scotland before I received a refund. Won’t shop at Frasers again.
What has happened to House of Fraser?! What used to be a highly regarded, reputable business is a shadow of its former self. Tried using a £129 credit note issued by the retailer some time ago, with a 2 year validity period, only to experience tech glitch every time tried using it recently. We were met with a persistent pop up message stating “something went wrong, please try again” each time. As instructed, we kept trying till we got to two days before expiration date, when we were forced to contact customer services to raise the issue and seek help to resolve. Despite raising the issue within the validity period, the “support” response received 72hrs later (conveniently the day after credit note expiration date) basically said nothing they can do as credit note has expired. Absolute robbery and cheek of it! To add further insult, in comparison, my husband who submitted his own request for help with them about the same issue, was responded to 72hrs later by a different customer service team member, apologising for the delayed response and issue. Furthermore, said member of the team advised he would further investigate into the difficulty experienced with using the credit note online. So there is hope still this matter will be resolved appropriately. However l am shocked and disappointed with the completely contrary responses received to the same issue. Customer service training is clearly lacking. Tighten your ship House of Fraser. It’s imperative to your reputation to resolve customer issues fairly, not carelessly. I am not prepared to just let you swallow £129 of our hard earned money for nothing.
I purchased a handbag online which came damaged. I then ordered a replacement ( which was perfect) and returned the first bag. However I then received an email saying that they couldn’t give me a refund as it was not their fault and had been caused by an external factor. I am absolutely astounded! To add insult to injury I had to pay to return it. I have never come across a company like this. Have tried to take it further but can get no where with the company at all. I will never shop there again and strongly advise no one else to !
Terrible company, I had ordered towels, when they arrived, the inner packet was open, when I took the towels out they had numerous pulls in the thread, someone had clearly had them before me and returned them. When they sent me a review to fill out I reported exactly what I'm reporting here and they refused to publish it. Utter cowards. The return process is a nightmare.
I ordered some clothes and they never turned up, courier said they had missed the connection. Contacted Frasers customer service who were very unhelpful. Eventually they got returned to their warehouse after a couple of weeks . Then told I would get a partial refund not including delivery charge. Still awaiting partial refund and after making complaint, nothing happened. Dreadful customer service and really slow acting or responding to anything and try to blame you or something for their failings.
Everything was going fine until I opened my package, I received 3 items but one of them still had the security tag attached. I contacted house of Fraser and told them I needed a replacement to be told that it could take up to 19 days for this to happen (14 for the return to be processed and 3-5 for the new item to arrive at my door), this was obviously unacceptable and even though I asked for them to send a replacement ASAP they apparently couldn’t do this due to an overpowering need to follow some kind of ridiculous ‘internal process’.. It makes no sense and just went further to highlight how poor their customer service is. After that experience I asked for a refund and after reading the other reviews on here it sounds like I might never receive one but we shall see, I’d say to avoid these guys like the plague..
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