Review Time
I ordered a gshock watch, It turned up without a box, warranty card, and user manual. I suspect it was a return. When I contacted customer service all they could say was send it back and we will send you another one, they could not guarantee it would come with all the bits they would leave a note in the order. This was a present returning it and waiting for another would not do..All in all a bad experience, I would not order from them again..
Placed order for Christmas 16/11/25. First part of the order arrived with packaging damaged - customer service refused to refund until I quoted Consumer Rights Act to them. Second part of the order (which was personalised) hadn’t arrived after 30 days - again customer service were completely unhelpful (“please feel free to contact us in the new year if your order doesn’t arrive by Christmas”) until I quoted Consumer Rights Act at them AGAIN. I said I would accept the non-personalised for a discount but my order was cancelled.
I have ordered several products from House of Fraser, they have good selection and variety. However they have a big problem with Evri the Courier, several items were lost because they were delivered to the wrong flat, House of Fraser never refunded the money because according to them although they were wrongly delivered, they were left unattended in the same geographical area, so if the delivery driver does a bad job, be prepare to lose your money, apart from that I received several parcels torn or broken, House of Fraser never changed or replaced them because according to them the package is there for protection only, but how can you give someone a gift with a broken box?. I will never buy anything from House of Fraser Online again, I only will use them if I got the time to visit its shops.
I ordered 2 x £75 e-vouchers over a week ago and they still have not arrived. E-vouchers are usually sent the same day so you can print them off…no, not with HoF! I even got an email saying my order had been sent, still nothing received. Contact customer services multiple times and like everyone else on here says, the customer service is disgusting. They just fob you off with ‘it’s at the warehouse’ and I’ll need to just wait. No timescale for delivery, nothing. Why an e-voucher would even be at a warehouse is beyond me! Then they just ignore your emails. They are absolute bandits and I would avoid them like the plague!
Avoid buying there!!!! I bought a set of frying pans there. After a couple of times using them they already had scratches. As I was worried those become more I scratched customer service. They told me to send them back for a replacement. After they received them they then wrote they don’t have a fault and sent them back to me. They said they can’t do anything about it. I said that the pans are non stick and if the material comes off this won’t work anymore. They just didn’t care. The worst thing was that they sent the pans back not wrapped safely so they had a lot more scratches than before. I wrote again and after four emails they stick to their final decision. I can’t believe this customer service!!! They made scratches and now they don’t want to give me a refund. I will never order there again.
Hi all.. I’ve always wondered how house of Fraser gets away with not refunding or exchanging purchases that are brought online and only offering a gift voucher for purchase that are brought in store I won’t be purchasing anything from this department store again, not after the experience I’ve just had.. I brought some Chanel number 1 cream it was a lot of money but unfortunately did not work for my skin bringing me out in red blotches and very irritable skin so I took it upon myself to get a return organised after doing so I was refused a refund and now they are saying that the product is fit for purpose and it’s past all their tests, but not on my skin it hasn’t and I’m very disappointed in this outcome now I am out of pocket for quite a lot of money. This is not on.i just don’t know how they get away with this!! Very bad service!!
This company are advertising goods for sale that they do not posess. They take your money then no goods appear. When questioned they're 'Lost ' in transit. They Then refuse to refund their excessive delivery charge for goods which have failed to arrive... with their customer service team arguing that you are not entitled to it. I guess it is one way for their CEO Mr Murray to make his targets and bonus..... Corrupt. They also use EVRI - another corrupt company.
I ordered a jacket for my elderly father for his recent birthday. When the jacket didn’t arrive , I kept checking the tracking only to read that it was experiencing delays . More than a week after the expected delivery date I finally managed (with some difficulty) to get through to their so called customer service . They asked me if I wanted a replacement, which I said that I did .Two minutes later I received another email saying that the product was now unavailable & that a refund would be issued. I was so angry & frustrated by the whole experience & would never shop with them again . I only bought from them in the first place as I believed them to be a reputable & reliable company. How wrong I was . I wish I had read these previous reviews before I made the purchase . Never again .
Ordered a pair of boots 2 weeks ago. Never delivered, no tracking information supplied. Was difficult getting in touch with anyone. Eventually got a reply to an email saying they had gotten lost in transit. Requested another pair be sent. Was later told that they had been returned to sender as they were lost in transit (which makes no sense). Then told that I hadn't paid when they hadn't taken the payment via PayPal (a payment method on their site). They said they didn't have any in stock despite them showing availability on their website and also apparently having received the ones I ordered back. Lots of misinformation and lies. It's bad enough that they charge for delivery (and in-store collection!) but that they can't seem to even do it properly. If you're needing anything in a timely fashion might be best ordering from elsewhere.
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