Name: help.houseoffraser.co.uk
Telephone: 000000000
Rating: 1.2

katmirnat abad Guest

Ordered from the site

Ordered from the site, estimated delivery was Wednesday then changed to Saturday 11 October , contacted customer service and was told by Monday13 October I will receive then contacted CS Tuesday 14 and was told parcel is lost one of the item is out of stock and will give me full refund. Was told will receive email confirmation and still nothing. Don’t order from HOF, they don’t care about customer and service is terrible.

Date of experience: Oct 14, 2025

Tim Higgins Guest

6 months ago

Doesn't seem to be a single human in the company!

This is a review for both House of Fraser and Sports Direct, because they use the exact same site for the item I wanted, and the same email bot called 'Pooranee'!Basically I wanted to ask Sports Direct if a wardrobe was flat pack or arrived assembled, since it cited '2 man delivery' and with a small apartment, this was vital to know.So I got onto a chat that only had a limit of questions to answer, purely a bot, and because my question wasn't listed, I was asked for my email with my question.What I got back on email was a "please supply your name and order number" standard reply. I explained that it was just a question about an item I WANTED to order. The next reply was "there is plenty of info on our site about our products, please look there, and if you still need help, please contact our customer service"I'M CONTACTING CUSTOMER SERVICE!It was then that I noticed a small cashback offer through an app if I changed to House of Fraser. So I did. Exactly the same process. Except that when I replied "I WANT TO CONVERSE WITH A HUMAN!" I got nothing more. ¯\_(ツ)_/¯It was then that I saw there was the option of 'collect in store' for £4.99 (with an in-store voucher for £10!). Compared to the £49.99 delivery charge, we saw the opportunity to use my access to a van to do this. I checked that Belfast HAS a collection point (there's an underground car park), et voilà! So I went to complete the order, but the only option on checkout was £49.99 delivery!No point in emailing 'Pooranee' again so I got the phone number for Belfast. NEVER answered. Ever! I then thought a drive to Derry would be doable to save £45! Rang them. NO ANSWER!!It's just impossible to have ANY communication with an actual living human![Update: I DID get a reply from Fraser's!... "Please supply your name and order number"!!! AAAAAAAARRRRGGGH!

Date of experience: Oct 12, 2025

Suzanne Guest

6 months ago

AVOID THIS COMPANY

My God, what a shambles.First of all, the website kept glitching. Then the address i put wasn't loading correctly.I'd paid £7.99 for next day delivery of an Osprey passport cover for my eldest son who was off to New York. I'd assumed that for £7.99 I'd be assured of a reputable courier company. Imagine my horror when the dreaded email arrived: We've got your parcel. Evri.Anyhoo, next day the item was delivered. Well, I say delivered. Dumped down in the foyer of my apartment block, then *disappeared*.Same courier who always steals, or dumps or pees on our parcels. Frasers sent out a replacement as Evri agreed that the parcel hadn't met their delivery standards. I wasn't aware that Evri had delivery standards, but I digress.So imagine my glee when I saw that not only had Frasers given my replacement parcel to Evriparcelgoesmissing again, but this time they'd sent it via standard delivery. The audacity. So today my intercom faintly buzzed. A butterfly would've pressed it harder. I raced to answer it and heard a muttering along the lines of "Look like someone don't be getting parcel".I spoke to this person, I buzzed the door open several times. Then had an email with a photo of my parcel outside my building. The courier had deliberately walked off with it. I have made numerous attempts to contact Frasers via the email they'd sent me, also via Facebook. Nothing. No response. Someone who'd also had grief with this company sent me a pm via Facebook messenger and told me they'd lost hundreds of pounds and had been trying to recoup their monies for months. I can believe it. Their Facebook page is riddled with complaints from customers they've ripped off. Well they won't rip me off because I'm like a dog with a pork chop. I should have known that a company using Evri and having no direct customer service number would be hooky. I've reported the Evri courier to the police anyway, as I know for a fact he stole my first parcel and will probably steal this replacement as well. I'd strongly advise anyone thinking of making a purchase with Frasers to avoid. You'll only lose money and end up with high blood pressure. They have no customer service, and no morals either. They'll take your money and then you're on your own if you don't get your goods.DON'T USE FRASERS.

Date of experience: Oct 10, 2025

Hamna Yusaf Guest

6 months ago

I’m very disappointed with my…

I’m very disappointed with my experience ordering a dining table from this company. I placed my order on 21st September, and weeks later, the table was nowhere to be found. No one contacted me to explain that it was missing — I had to keep chasing for updates myself, which was incredibly frustrating.After finally raising a complaint, I was told a replacement would be sent, but I’d have to wait another 7–14 working days. Despite the fact that this delay and mix-up were entirely their fault, the only compensation offered was a 10% discount code for a future purchase — which is non-refundable and does nothing to make up for the inconvenience I’ve already experienced.The lack of communication, accountability, and genuine customer care has been really disappointing. I would advise others to be cautious before ordering — customer service only seems to respond once you chase repeatedly, and even then, they don’t take proper responsibility when things go wrong.

Date of experience: Oct 08, 2025

Mouse Guest

6 months ago

Appalling customer service

Their customer service is awful….You go round in circles trying to contact them via website! I was lied to on the online chat -asked them to cancel an order, said they had but then email straight after chat said order was on its way!Then after going round in circles to find online chat again, they completely fobbed me off, delaying a response, then refused to provide an email or contact number for complaints - they just closed the chat! Would never use them again.

Date of experience: Oct 06, 2025

Lisa Guest

6 months ago

Non-Existent Customer Services

Placed an order for some children's shoes, at no point during the point of ordering did it cite to me that the items were unavailable. The order went through and I was sent a confirmation of my order - only to receive the next day an order cancellation due to unavailable stock. The email cited I would not be charged for these items - despite the fact that my bank statement confirms the funds have been taken out. I now not only do not have the items I wanted but have to wait for a refund, which can take between 2-5 days. I used to feel sorry for House of Fraser as it went through some financial difficulty previously. Sad to say, if you operate a business which is customer services based like this - they have no future. When you scroll through the 'contact us' section you cannot obtain an email address or any way of contacting someone at customer services. Wishing them good luck, as I will not be making any more purchases at House Of Fraser.

Date of experience: Oct 06, 2025

J W (Jewills) Guest

6 months ago

DO NOT BUY ANYTHING the reviews are true

My goodness why didn't I read these reviews before? They have my money and order still outstanding. Shocking behaviour from this company. NO HUMAN CONTACT. NO EMAIL. Every message is FROM no reply address. Going to my bank now to demand my money back. You should be ASHAMED seriously.

Date of experience: Oct 04, 2025

Hilary Alexander Guest

6 months ago

I would give this service no stars

I would give this service no stars. Appalling response. They make it impossible to contact them and when you do, you’re given the run around. No human contact by phone. No clear instructions. Do not use this shop online. You may regret it. After spending hours trying to get a response I have received an email which basically says they’re transferring it the the correct dept. They’ve said that so many times it is a mantra. I only want to return a damaged item. Anywhere else would have a straightforward process that takes 5 minutes. The worse customer service I’ve experienced ever.

Date of experience: Oct 04, 2025

Siobhan Miller Guest

6 months ago

Awful customer service

Failed to deliver, even although I had paid £10 for next day! Personalized item (£125) ruined as they stitched through the entire product - video sent and they won't 'investigate' until I send it back, even with a clear video of their error! Said it is not possible to escalate to a manager - what company doesn't have an escalation process?!?!

Date of experience: Oct 02, 2025

Allison Jayne Guest

6 months ago

Would rate zero if available

Would rate zero if available. Absolutely no customer service - led to me being scammed as I was desperately trying to contact Customer Service. Avoid!!!