Review Time
I purchased a new iPhone from Frasers, but the order never moved past the 'pending' stage. A week went by, nothing was delivered on the proposed date, so I contacted customer service. Was told there was an error during the picking & packing process, but not to worry, because my order was awaiting imminent despatch. Another 5 days went by...but still nothing. In the end - and having read the appalling reviews on here - I cancelled my order. Despite some protesting, thankfully I received my refund within a couple of days.I've no idea what went wrong, but I highly suspect they never had the item in stock in the first place. Either that or it was "misplaced" in the warehouse. The brand partner for this one was 'Rewards & Gifts Ltd', so a very poor effort on their part.Overall I feel sad for this company. Especially after reading all the terrible feedback on here. House of Fraser used to be a premium outfit - up there with the likes of John Lewis and Fortnum & Mason - but oh how the mighty have fallen. It would seem that ever since Sports Direct bought them out, they've been driving the brand headfirst into the ground. Such a shame, for what was once considered a British institution 😔
I ordered online boots, that arrived in absolutely appalling and disgusting condition. The boots are visibly severely worn, damaged and cut sole and dirt all over them. I asked for refund, but the customer service is ghosting me. So far this is the most disappointing shopping experience I've ever had.
What happened to House of Fraser? I remember it as the posh store, the expensive amazing quality and customer service store! Has it changed so much to stay in the race? It is a terrible service. Like others waiting 2 months for my order to arrive. Ok, it was before Xmas and some things I got in the sale....but arrived broken. Its impossible to get through to cust serv as its so busy and you got to get past the chat bot first.......then be cut off repeatedly. Then pay £4.99 to return an item which is ridiculous. Not a good service....they need to sort it out. If Very can do it successfully, theres no reason HoF couldnt.
Got to be one of the worst companies for customer service. I returned a parcel, the courier tracking shows delivered and a photo of it at their warehouse but they haven’t received it! endless chats with numerous so called advisors who all ask the same questions on repeat and reply with a copy and paste answer, seems their main aim is to be unhelpful. I am still £70 out of pocket but the parcel wasn’t delivered back to them?! Really! I am not surprised at the 1 star rating, I wish I could rate lower!
If there was a zero I would award that score to HOUSE OF FRASER.Their customers service is awful.Ordered items from House of Fraser 46 items.They arrived in two boxes and one bag boxes were badly damaged on arrival. One of the box with bath salt and bubble bath burst all over the items. I informed House of Fraser and let them know I would be returning my order I asked customer services for help to return the items. They told me to go to their portal and buy a returns label £4.99 I did this but unfortunately they give you one label for each order number.I had two boxes and a bag to return so required three labels. After several e-mails informing the of this and getting no help I asked for the items to be uplifted. I was told no I had to take them to the post office counter. E-mailed informing them that the boxes weighed over two stone each and the post office counter would not accept them. As an elderly pensioner I could not move the boxes. Eventually they agreed to get them uplifted by DPD I decided to take a picture of the DPD driver with my returns. He gave me two tickets with the tracking numbers. After e-mailing Frasers as I had not received my refund I was told they had not receive my returns. More e-mailing asked them to escalate my e-mail to a manager I sent the picture of the DPD driver collecting my returns and the tracking number tickets Eventually they said they had received the bag Meanwhile I received an e-mail from Frasers telling me that the chair I returned was not sold by them I e-mailed informing them I did not order a chair The chair was delivered to me I told them I did not want it as I never ordered it. Frasers said give it to charity we don’t want it Now I was getting upset about all this, it was stressing me out My conclusion is DPD had mixed up the returns and returned the wrong parcel to Frasers I asked Frasers to look into this with DPD and they were not interested They said I would not be refunded for the missing box and this applies with their terms and conditions.I then contacted PayPal to raise a claim for the money I was owed from House of Fraser.This too has been an absolute waste of time.I sent all my information, pictures and tracking labels to PayPal.In the information I sent I informed PayPal I sent two boxes and one parcel and house of Fraser claim they only received one box and I want refunded for the missing box which House of Fraser arranged collection with DPDI now have an e- mail from PayPal telling me House of Fraser will refund my money once I return the second box to them.Can anyone from House of Fraser or PayPal understand I don’t have the second box it was uplifted by DPD along with box one and a bag.I have sent a picture of DPD uplifting my returns and I have the tracking numbers.I’m closing my PayPal account as they have been no help in getting me my refund.Eleanor Young
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