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House Of Fraser Reviews

3.0 Rating 7,488 Reviews

46 %

of reviewers recommend House Of Fraser

Company Reviews

3.0

Based on 7,488 reviews

Customer Service
Customer Service	1.2 out of 5
Returns & Refunds
Returns Process	Could Be Better

Popular Questions:

Returns

How is House Of Fraser returns process?

Customer Service

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About House Of Fraser:

We are the leading, national premium department store group in the UK and Ireland trading principally under the iconic House of Fraser brand name through a portfolio of 62 well-invested stores as well as through our rapidly growing web-store, www.houseoffraser.co.uk. The House of Fraser brand is differentiated from other department store groups in the UK by our 160 year history in the UK retail market, our wide geographic reach (across the UK and on-line), our broad range of high quality premium branded merchandise offered at attractive prices, our increasing exclusive House Brand offering and our commitment to providing an imaginative, exciting and relevant shopping experience to our customers.

Email:

cs@houseoffraser.co.uk

Location:

House of Fraser Unit D Brook Park East Shirebrook
NG20 8RY

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I always buy linea egyptian cotton bedding. I have many guests to stay as we do Air B n B. the quality has always been good but i have noticed a patchiness on 2 pillowcases and a double fitted sheet. I have used this bedding for years and you should be able to see I have bought several sets. I always use the same detergent. They are not very old and have not been used that much. Please advise.

Asked by gillian mary wigley (2 weeks ago)

Why am I unable to add new debit card, I have removed old one as it has been stopped.

Asked by Julie Thompson (1 month ago)

Im still waiting for an order i made and it has still not been delivered to Evri for delivery. I cant email or get intouch about the issue.

Asked by Deborah osullivan (3 months ago)

How do I get my money back from order that was out of stock

Asked by Gillian Mccolm (11 months ago)

i want to return a item to House of Fraser and i paid £3 99p to return the item at a EVRI returns store, i do not have a printer and i do not understand how a QR code works, i have tried to send emails which are refused all they have to do is put a returns label in orders sent out simple please someone help me very frustrting

Asked by GERALD MAY (2 years ago)

I am getting no reply when I ring House of Fraser Glasgow. I need to speak to someone in the Mint Velvet department but nothing works. I’m ringing 03439092025.

Asked by Eileen Nichol (2 years ago)

howm do you send items back with no returns form in and claim your money back very difficult can not speak to no one

Asked by mrs Norfolk (5 years ago)

What is your online returns policy & are returns free

Asked by Barbara jennings (5 years ago)

could you tell me if my order has been dispatched..hof40000057006870

Asked by bernadette (5 years ago)

Why has my new order for a jacket bought online, monies taken, then the next morning I am notified item out of stock. Why then is it still being advertised on line. Also why on request can the item not be ordered in store. Staff have done all in their power to help but the system is letting everyone down. This service is a disgrace. It lets down customers as well as the lovely staff instore in HOF. . Aylesbury store Rebecca is such a gem and couldn’t be more helpful. Pity the powers that be couldn’t sort this mess out.

Asked by Don’t shop online HOF (5 years ago)

Why take money for garment on sale then next day say unavailable. It is still on sale on website. Not good service. Yet excellent staff in store. Rebecca an absolute star in Aylesbury, couldn’t do more for me . These excellent employees are let down appallingly by their bosses dealing with online shoppers. Of course we’re going to appear in store and ask what the powers that be are playing at. For some reason the staff of HOF are unable to have garments transferred between stores.....for a secure sale! You couldn’t make it up. Sorry Rebecca the voucherfrom the first attempted purchase, returned, faulty, now has to be spent. A fifty mile round trip to HOF. Then that will be the end of my trade with HOF.

Asked by Christine (5 years ago)

This review site worries me greatly having just spent an amount of money online on a little jacket for a very special occasion. The original jacket that they sent had a pulled thread on the arm and stretch marks from hanging on the hanger . Having taken it back to HOF, no return envelope to return product, no paper work. No return of money. Voucher given instead of refund. 2 nd jacket now sent for at greater expense , shop unable to purchase to bring in store for me.........what a bad service. I spoke with HOF manager explaining it was not good customer service to treat us in such a way.

Asked by Christine (5 years ago)

How long before email sent to verify purchase of product? It was a bit disconcerting to have monies taken but no receipt shown of transaction.

Asked by Christine (5 years ago)

I got someone else’s order with my invoice in the bag

Asked by Iris Lovell (5 years ago)

I bought a leather jacket about three weeks ago and returned it within a week as it was too small. I have received no confirmation that it has arrived or message about a refund. I have proof of posting. What should I do next

Asked by Sarah Bayliss (5 years ago)

Are you operating illegally? You cancelled the sale items on my online order with no explanation, I paid for them with a gift voucher, you refuse to give me the £69 back that I paid but have given me £37 in vouchers for use only online. I can't reach you by telephone, your web contact is a disgrace, waiting for over an hour for a pink sign to show up that an assistant is available, an assistant who is no use whatsoever, I am beginning to think she is so unhelpful out of spite, I have asked her twice to forward out chat to my email, she agrees then does not do it. You have stolen £32 from me.

Asked by angela ferry (5 years ago)

I ordered goods using online payment and a gift card (£4.99 postage) but as item was unsuitable I returned to store only to be told only a voucher would be reimbursed but no postage!! I ordered two more sale items and paid the £4.99 postage only to be emailed that one item had been cancelled. As I had ordered two sizes and the smaller one did not fit, I am now left with a sale item I can only have a voucher for (need to travel 15mls to store too!!) and out of pocket with postage, given HofF cancelled after I had ordered. What the heck are they playing at in terms of customer service!!!! Oh no telephone or email contact available????

Asked by PJS (5 years ago)

I BOUGHT A HOWICK LEATHER HOLDALL A FEW YEARS AGO AND THE BAG HAS BEEN STOLEN I REQUIRE A COPY OF MY RECEPT FROM YOURSELVES FOR MY INSURANCE COMPANY.PLEASE ADVISE

Asked by JOSEPHINE (5 years ago)

I BOUGHT A HOWICK HOLDALL BAG A COUPLE OF YRS AGO AND I NEED A COPY RECEIPT FROM YOURSELVES AS I HAVE HAD THE BAG STOLEN AND MY INSURANCE COMPANY ARE REQUESTING THIS

Asked by JOSEPHINE (5 years ago)

Why have you not replied to a order I was meant to have received that you left behind a plant pot that needed a signature and was not there absolutely disgraceful service. So now I have paid for a £110 jacket that I have not received and I cannot get though to any customer service or the house of Fraser itsself. Noone will get back to me Even though i have spoke to numerous people that said they will contact driver and let me know. Do not order from house of frazer it's a disgrace

Asked by June mahoney (5 years ago)

Has anyone else ordered an item of clothing from hof and it turning up smelling really bad!

Asked by Natasha (5 years ago)

Who delivers for house of Fraser online customer

Asked by Derek (5 years ago)

Are you trading illegally? You have taken over £360 from my bank for an online order without providing a receipt or order number, nothing!! No replies to email and no working phone line and no sign of the goods! My God, how are you getting away with this???

Asked by KDavey (5 years ago)

Bought a coat worth £80. Went to return to the post office ,was told they do not deal with H F returns and guided me to a random company It's a big amount and am worried about my returns

Asked by Sayedah Damani (6 years ago)

I ordered & paid for my carpets at beginning of July prior to House of Fraser going into administration. While waiting for a fitting date they went into administration & I was informed that everything was put on hold as the new owner had taken over. I received a phone call at the end of August & was told that HOF had not paid the franchise company for my carpets so consequently there were no carpets & no hope of a refund as the receivers had taken all the money. What happens now, do I receive my carpets or do I get refund from the new owner.

Asked by I Gilmour (6 years ago)

Who makes the sofas for house of fraser

Asked by Elaine (6 years ago)

They are made by SCS, the retail park outlet, H o F sofas are dreadful, go elswhere,anywhere!

Answered by David thompson (6 years ago)

Why are hof offering 20% extra off goods with recognition card holders when it didn't actually work when I ordered online today. I was in store today told it was off everything online and in store and why have you started charging delivery to store.

Asked by Jacqui (6 years ago)

I left a review three days ago regarding a pair of Fitflops I ordered. Please can you tell me why they are still being advertised as four pairs available in my size (4) when I was told they were not available. I paid in full on 25/01/18 and am still waiting for a refund.

Asked by Lucinda McMenamy (6 years ago)

Why is your customer service so poor? Why can I not amend the delivery address AFTER the order has been placed? Why do you not apply common sense when dealing with some simple things like that? Why are you making me want NEVER to use your services again?

Asked by ANonymus (6 years ago)

Hi there, I'm sorry you've been unable to amend this. Since orders are dispatched promptly, subject to your statutory rights and these terms and conditions, we are unable to amend orders after you have received your order confirmation email.

1 Helpful Report

Answered by HOF (6 years ago)

why are your staff so hard faced and show no discretion with reference to your poor returns policy of 14 days. Why 14 days when competitors like next is 28 days ?

Asked by Philip Cox (6 years ago)

has one of your store have sofas so I can see before I order?

Asked by has one of the store have sofas (6 years ago)

DONT BOTHER, AVOID THEM LIKE THE PLAGUE, THEY ARE MADE BY SCS, THE TWO WE HAVE ARE DREADFUL, HoF do not care at all

1 Helpful Report

Answered by David thompson (6 years ago)

how do you add points to your card at point of sale as item only one left and marked sales person put though online sale we presented the points card he said the points could be added on collection of goods we have now been told all conflicting things from different member of staff Rubbish customer service if you ask me Help ....

Asked by susan orr (6 years ago)

Hi what carrier do you use for express international shipping thank you Martyna Miazel

Asked by Martyna Miadzel (6 years ago)

why has my order 43534752 not been delivered yet I ordered 27/11/17

Asked by mary lee-donovan (6 years ago)

why has my order 43534752 not been delivered yet I ordered 27/11/17

Asked by mary lee-donovan (6 years ago)

Still waiting for e-receipt ,so I can return the items ,

Asked by elaine Bredin (6 years ago)

How does your paperless receipt system work? How do I take something back? Thanks

Asked by Angela thomas (6 years ago)

Why can't customers download their own returns labels from HofF website?

Asked by Rachel Debono (7 years ago)

disgusted by recent service ref my first purchase online. ordered and paid for a £250+ coffee machine and rec'd a pack of vests, now told I have return the item at my own expense before any refund will given or correct item sent, tried to speak to a manager and told we will get a call within 48 hrs. not acceptable. I require a full refund on my card and cancellation of the order the incorrect item is being returned today. not poss. apparently ?? Don't have any of these issues with John Lewis who we use regularly, will never use H of F again

Asked by Caroline Hinks (7 years ago)

Hi, I have made a purchase on your website, and the money has been deducted from my bank card, while the transaction is failed?

Asked by Carina Xu (7 years ago)

Why can I never get onto your website.

Asked by J Taylor (7 years ago)

Received a bag ordered from the House of Fraser. There was no invoice in the parcel, or returns form. I do not wish to keep the bag. Please inform me how to go about returning it without an invoice?

Asked by Elizabeth Russell (7 years ago)

how long it takes to deliver the good (international shipment)

Asked by BADEER (7 years ago)

Hi there, this can be located with the link below. https://www.houseoffraser.co.uk/customer-services/collection-and-delivery/international-delivery

Answered by HOF (6 years ago)