Review Time
Online shopping experience with House of Fraser has turned into an expensive scam. They use Evri as courier which makes it worse. I am left with two deliveries not delivered to my address and photo showing random parcels ( which don't look like Frasers ones) and address not recognised. Despite multiple contact with Fraser and Evri, neither are able to help identify the delivery location. Yet Fraser have refused to provide replacement or refund. They ignore references to consumer law. Customer service is a bot that gives you the runaround on email and chat. Avoid at all cost!!! They should not be able to trade in UK.
Ordered 2 items from House of Fraser both orders have been in EVRI depot and not moved for 3 days. I will not order from House Of Fraser again due to the courier they use. Never get orders on time always delayed and sit in there warehouse. Getting quite a list list of companies I don't buy from anymore.
Unfortunately the whole system is a shambles - orders are delivered in dribs and drabs -updates bombarding email boxes but there’s so many it’s hard to know what’s coming and when and customer service is an automated mess - good bye we’re very busy - wouldn’t take Sherlock Holmes to figure out why - won’t be back
I bought 3 items one of them missing out of the package when delivered. It was the cheapest item and only actually purchased in order to qualify for Black Friday offer - spend over £100 and get £20 voucher in January. They did offer a refund for the missing item( as they had no more earings in stock and were unable to exchange for different item) - but said by excepting the £20 back I not only didn't qualify for the voucher (which I expected) but also the receipt on the 2 more expensive items was then void - so if they didnt fit , where damaged in any way I was unable to return. I apologize for proposing a partial refund of £20 based on the item value. I understand that you have requested a different pair of earrings with a different value. There reply below - which I am sure isn't legalI would have offered you a replacement for your item, however it is out of stock at our warehouse.As I mentioned in my previous email, accepting the refund will result in the forfeiture of your right to return the other two items in your parcel.
Dreadful. Order made 3/11/25 paid for same day. Order was candles with christmas wishes engraved. No further contact from day 1. Got on to customer servces x3. Order still in warehouse. Told “it still might come before Christmas”!!!! Dreadful. Order cancelled refund of course 3-5 days. !!!
⭐ 1 Star – Failure to Deliver Goods, Breach of ContractI placed an online order on 29 November for Christmas presents. One item arrived, but the main and most expensive item — Apple AirPods — was never delivered.It is now 26 December and the issue has been left “under investigation” for over a month. Christmas was ruined, yet no refund has been issued. I am repeatedly told the item was “delivered,” but no proof of delivery has been provided — no delivery photograph, no courier name, no tracking confirmation, and no signature or recipient details.Under UK consumer law, the burden of proof is on the retailer to demonstrate that goods were delivered to the customer. Simply stating that an item was delivered without evidence does not meet this requirement. As far as I am concerned, this is a clear failure to deliver goods and therefore a breach of contract.We live in a household with two working adults and two children. No one is home before 5pm, we have a doorbell, and no delivery attempt was made. The claim that someone accepted this parcel is false.Customer service has been unacceptable — delays, excuses, no accountability, and my money effectively being held hostage. Instead of resolving the issue or issuing a refund, they continue to stall while providing zero evidence.I am now left with no option but to pursue a chargeback / Section 75 claim due to non-delivery of goods and failure to provide proof. I strongly advise others not to purchase high-value items from this retailer.Avoid this company.[#16632560]
Ordered in November. Order lost in post (full bedroom furniture set) then sent put another order but instead of a wardrobe chest of drawers and 2 bedside lockers they sent me 16 bedside lockers and half a wardrobe. Eventually got a refund and now can't get them to collect all the wrong items. Taking up half of my house! I have NEVER experienced anything as bad as this before. Guys please do not order of these scammers
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