House of Fraser Reviews

27,769  Average
TrustScore 3.5 out of 5

3.4

In the Clothing Store category

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Reviews  27,769



Rated 1 out of 5 stars

Awful service

Awful service. Paid £180 for aftershave for birthday present. Has arrived with no cellophane and box is filthy. Only help offered was to return aftershave then they would send new bottle. Will not receive this in time for birthday and therefore need to accept it - they have apologised and said they will give me 10% of NEXT purchase- disgraceful


Rated 1 out of 5 stars

Rip off

Received wrong size and ended up paying delivery fees for the return as well. Never going to use this retailer again.


Rated 1 out of 5 stars

Useless customer service

I tried to use a Black Friday Gift Card online. It would not work. I (eventually) found a chat function on the website and made conatct with a person called Tony. He asked some questions, tested the gift card number and told me it was working. While I was trying again to use it, he ended the chat. The gift card did not work the second time I tired it. I returned to the chat and got the same person. This time he told me I would have to go into the store that had issued the voucher. No explanation of why I could not use it online. I asked to speak to a manager and he refused saying he had already asked his manager. I insisted; he refused. I asked how to make a complaint and he told me he was in the complaints department and would raise a complaint once I ended the chat. I had not said what I wanted to put in my complaint, so I don't understand how he was going to do this. I asked how I would be contacted and finally he said I would be emailed. I was then asked to review the service but the system refused to accept the one star I gave it.


Rated 4 out of 5 stars

next time try DHL to deliver as it take…

next time try DHL to deliver as it take few day for the items to arrive

Reply from House of Fraser

Hi there, 

Thank you for your review. 
We appreciate the feedback left. 
Thanks!



Kind regards, 
Sian. 

Customer care


Rated 1 out of 5 stars

I received my order OK but £4.99 charge…

I received my order OK but £4.99 charge to collect from store is really steep.

Reply from House of Fraser

Hi there, 


Thanks for your review. 
I am ever so sorry to hear about your feedback. 
Your comments will be passed on for review. 
Thanks. 


Kind regards, 
Sian. 

Customer care


Rated 5 out of 5 stars

Delivered on time

Delivered on time, shoes would have been perfect if they weren't faulty, so they were unfortunately returned.

Reply from House of Fraser

Hi there Michelle, 

Thanks for this great 5* review. 
I am ever so glad to hear your order arrived on time. 
If you wish to reach out to us in regards to your faulty item please do so. 
Thanks ever so much!


Kind regards, 
Sian. 

Customer care