House of Fraser Corporate Office Headquarters

Ordered a small lightweight item and paid £4.99 for delivery. The item was unsuitable and could not return without paying a further £4.99. I could have returned myself for half the cost.

Their returns policy at time of purchase does not make it clear that the customer has to pay again and they do not give options for return. This is exploitation of their customers and their lack of clarity does make me wonder if it legal, it,s certainly not ethhical.

Still waiting for a refund 7 weeks on. No phone number to ring. Returned parcel, proof of Evri receipt, Evri didn’t update their tracking so House of Fraser seem very confused as to where my returns are. Disgusting customer service, no continuity AT ALL. Got PayPal involved, never actually read what evidence they asked me for so back to square one. I WILL NEVER USE HOUSE IF FRASER EVER AGAIN & WILL E TAKING LEGAL ACTION

I agree with other reviewers here - House of Fraser have their own rules and despite my pointing out, with evidence and quotes from the relevant Consumer Rights Act 2015, that their procedures for replacement or refund of an item not fit for purpose are actually unlawful and a breach of consumer rights, they have still refused to offer me either for very poor quality designer boots that have deteriorated. Absolutely appalling for such a retailer. I will be taking further advice and I will definitely not shop with them again!!!

Same experience. Order an item, never received, customer services delaying refund until they ' receive an update form the courier'. It's been 10 days. I have disputed the transaction with my credit card company. I have pointed out to them that this type of issue is covered by Consumer Contract Regulations (s42) where if a delivery is not received with the agreed time, 'the retailer must without undue delay reimburse all payments made under contract'. However, it seems that HoF staff think their own internal policies and procedures supersede any legal obligations, as they unwilling to reimburse until they have heard from the courier. Appalling.

Like many others here, I ordered items and only some of my items were received, they won't respond, won't refund, lie and say everything was shipped. They respond a little better on FB and Twitter but the result is the same, they steal from you, they should be avoided at all costs, unless you like getting ripped off.

my order never arrived and house of fraser not even replying my emails . horrible site horrible service . my money stolen and i am chasing it . beware of this company

Absoluteley shocking. Will never use this company again. I bought a dishwasher and the installers snapped the drainage sink waste pipe and are refusing to replace it. Trying to get to speak to a Manager is impossible and the 24hour call back is a joke. Don't waste your money and use a decent company!!!!

Their customer service is appalling. They do not pack items correctly and then claim the box the aftershave comes in is the protection and they are not responsible for a damaged box. I think Ted Baker would disagree. Who accepts a badly damaged box cause the aftershave is fine as a birthday gift?

Ordered a Pinnacle Cobalt 2 00 Grey (B) M Product Code: 939175/03/976 bicycle and had it professionally assembled only for the wheels to come loose after a month when the grips on the hangers become worn. This is a known issue and has led to recalls.
Pinnacle mech hanger recall. - Singletrack World Magazine
Pinnacle Lithium and Cobalt 2015 Recall — BikeRadar
Despite going through their complaints process three times, with staff who clearly do not have english as their first language, we have been bounced back every time.
Despite send

Will never use again , online , but not able to contact when there’s and issue . Missed opportunity in this time when people are looking for good online companies.

Ps. Why would they use the worst delivery company Hermes...