Review Time
I returned my items to House of Fraser and received an email on July 30th confirming that the return had been received. Their website states that refunds are processed within a week, but it has now been over five weeks, and I still have not received my refund.What makes this worse is the complete lack of customer support—there is no email address or phone number to contact customer service directly. I’ve been left with no way to resolve this issue.This has been an appalling experience. A company of this size should not be making it so difficult for customers to get their money back after returning items. I would strongly caution others before shopping here.
If I could give zero I would. I ordered 4 items from them, my first time purchasing. On delivery day, only 1 item was delivered, I thought I’d give it time, but after checking the website, it said I had no order history. I contacted them numerous times, and all they would say is all items were packed, I have a photo of delivery from Evri that clearly shows one small parcel delivered, my other items could not have possibly fit in. But instead of reviewing the evidence, they just keep on repeating it was packed. I will never buy from them again.
I haven’t received my package, nobody knocked on my door or anything, I received an email saying it’s been delivered and a picture of the package in a bin, it didn’t even say my house number so I don’t know who’s bin and I have asked all my neighbours and nobody has received my package and I’m out of pocket £250. I expect a full refund. How can the delivery driver not even knock on my door and put it in a random bin this is appalling. Someone please help me.
I placed an order, and one of the items were missing. raised this issue with your team, but now I’m being told that they can’t do anything about it and that I should contact a "third party." I am confused, as I placed the order directly with house of Fraser not with any third party.It’s incredibly frustrating that I am being asked to pay for an item I never received. This has been one of the worst customer service experiences I’ve encountered, and I can assure you that I will not be placing any further orders with you.
I ordered three mirrors from house of Fraser. Evri managed to break two of them. Completely smashed. I sent photos of the mirrors to HOF complaints department. Small shards of glass all over the floor. I repacked and put them in a safe area at the side of the house. I need them uplifted, but they said that because of health and safety they cannot risk collecting them and asked me to put into my car and take to the tip. Surely, my vehicle which carries my grandchildren to and from school is not a suitable vehicle to transport these. They have replaced one, but it has been delivered somewhere else, the photograph is nowhere that I recognise, in fact it looks very much like the inside of the Evri Van !!!!!!
Terrible communication! Evri (see my comments about them!) said they couldn’t deliver an order to the Glasgow store as it was damaged. Frasers update is that they are awaiting pick up by the courier. Which is it? Don’t you communicate? Meanwhile I’m out of pocket with no goods, and still awaiting a response.
Absolutely disgraceful experience with Fraser’s. I ordered a Spider-Man toy for a child’s birthday, and they cancelled it without contacting me or offering an alternative. Customer service (agent: Thobile) wasted over 30 minutes of my time with copy-paste replies like “thanks for your patience,” before finally telling me to “just check the website and reorder yourself”, but I’d still have to pay shipping, even though the cancellation was entirely their fault for not updating stock properly.They still had Spider-Man items available, yet flat-out refused to offer free shipping on a replacement. Instead, I was told to pay delivery charges again if I wanted the gift. Wow, just wow! That is not customer service, that is contempt for customers.No accountability, no solution, and no respect for long-term shoppers. Never again. Avoid Fraser’s if you expect even the most basic level of service or responsibility.
I ordered a Running Backpack in August 2025 (order ID:HOF40000089000152) and never received it. I sent sevral e-mails and talked to a chat bot asked for a refund or replacement, they just ignored me. no phone number to call. I am going to raise a complain with Traiding Standard Agency.
I ordered a gift for family living in Spain, two weeks later they sent me an email saying that I had cancelled my order!! I had nor! And the refund is £8 less than I paid! Their customer service consists of a section In their website that takes you round in circles and gives no opportunity to speak to or even email them! Absolute crooks. I will NEVER use them again!
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