House of Fraser www.houseoffraser.co.uk

You pay 4.99 delivery and 4.99 return when your item is wrong will never order again and you can't talk to anyone .PLEASE AVOID as they just take your money and you are out of pocket

Returned two items and only received a refund for one.

It takes them over a week to respond to each email and they have now refused to refund the other item and are insinuating I’m attempting to commit fraud.

STAY AWAY

You cannot return online items in store. The return is not prepaid by House of Fraser so you end up paying £5 to receive the goods and £5 to return!

I tried to contact customer services. They did not help at all. I would totally avoid buying online.

There terms and conditions are not clear. Had I known the above, I would have avoided purchasing from their website. Totally unfair.

No goods turned up, 6 e mails to them, they say contacting carrier but I work in logistics, No Proof of delivery then refund and claim! its that simple. I wish to complain but HOF wont give me the Senior Mangers details, this is blocking...........

You have my details and my money but I dont have your goods, pathetic experience all round.

Very unprofessional.

terrible service i ordered 2 hoodies which arrived ok - they were not suitable so i paid house of fraser £4.99 to return them , i received a email saying they would not refund for a white swim suite and black dress i contacted and said you have the wrong order ive never ordered swim suite and dress and re sent original order number with photo shot of order and items , they say cant find my order ive now sent 7 emails and phone calls they still cant resolve THEIR MISTAKE . the customer return service ineeds a good looking at by management-1 will never buy from house of fraser again

HOF lost my returned item and then refused my refund.

I returned a cardigan with the original packaging and labels using the refund portal and InPost locker. HOF confirmed by email that they received the item. Somewhere along the line in the warehouse HOF have mixed my cardigan up with a green mens top and have now refused the refund saying that I had sent them the green top which they then sent to me. I'd never seen that green top in my life. HOF are continuing to refuse my refund or admit that they mixed up the items, so I am without the cardigan and my money. This is absolutely disgusting customer service. I would give them zero stars if I could. Avoid attempting to return anything to HOF as they will rip you off.

I wish I had read the earlier reviews before I ordered from HOF as this seems to be a common occurance. I will not be using HOF ever again as they are completely untrustworthy.

Very poor experience with House of Fraser. I purchased a pair of men's mountain bike shoes in a size 8, but what was actually delivered was a pair of ladies moccasins in a size 6.5, which is almost as close as you can get to the complete opposite. No big deal I thought, mistakes happen, so I returned them to HOF using the returns process. However, after a week I received a response from the returns department informing me that they were rejecting the return, claiming it wasn't an item they sold. This was baffling to say the least as it was the only item included in the parcel that I received, so I don't know who else could have sent it.

Fast forward two weeks, and after several back and forths with the customer services team I am still without the shoes that I ordered, and am £50 the poorer. I seem to have hit a "computer says no" dead end as no one in customer services seems to be able to do anything other than offer their apologies for the situation.

So, my advice to anyone looking to purchase from House of Fraser is not to bother unless you can stomach not getting the items you paid for.

AWFUL experience and should AVOID AT ALL COSTS if you may need to return items.

Buying from them is not bad. Returns are expensive when other brands offer free returns but again, will accept that.

The problem is when you try to return something. I followed all the right steps, bought a £5 return label, printed at my local Tesco where Evri drop off is, handed over to Evri, picked up receipt. I have the physical receipt and the tracking information online. I am returning two coats and two swimming shorts, a large package worth over £300.

Next thing I know is I get an email from them saying they have rejected melt refund and returning the "dress" because it's not a HoF item. I have been on back and forth emails with them repeating the same thing. They say the matter is concluded after they checked CCTV (!!) but won't let me know what the CCTV contains. I have since asked what this CCTV has that is conclusive, no reply. Asked if someone can call me and shared my number, no reply. Suggested someone come down to my Tesco to review the CCTV footage which they have of me handing over the large parcel, no reply. I suggested they call the store manager to get a description of the footage so they can investigate properly, no reply.

According to the people writing back, the refund is rejected, the matter is concluded and I have no guidance on how to get my money back, I have no items. oh but the good news is they returned the boohoo dress that doesn't belong to me so now I feel much better.

Worst customer service and the most demeaning and dishonest experience.

Placed an order for socks and paid £16, order arrived but labelled at £14 and another label offering two for £22. Complained to Customer Services but they refused a refund claiming I had accepted the price at checkout. They said I could return the order but I had already paid £5 delivery and would have to pay return postage. I will never use House of Fraser again, this is not the company it used to be

Would like to have given NO stars

I ordered a mens pair of Boss shoes at £139 - what arrived was an obviously worn for a long period of time pair of shoes. There were bits of black wool from socks on the inside heels and sides. Creases on the toe areas. The soles were very dirty and scuffed and one even had a sticky splodge. There was also a big scratch on the side of one shoe. How these were returned in this state is disgusting enough but to be send out by HOF is appalling.

It took 3 attempts to get a refund and Customer Services staff were rude and offered me 10% discount for a second hand pair of shoes!

Now I have spent time to get these items returned and I have to make a trip to the post office. No offer of returning my original delivery cost!!!