House of Fraser Reviews 

Although I received a refund, I had to pay £4.99 for delivery, and £4.99 for return. Be aware that it costs you almost £10 to try a product that may not fit or be suitable!

I ordered photo frames. My order was incorrect and one frame broken. It seems impossible to actually speak to someone in their customer service team. Their emails come back with standard responses saying how much they care about customer service but they do not actually deal with my problem. I asked for a formal complaint to be made but they do not seem to have a formal complaints procedure. It seems they have no interest in helping me. I should have read the reviews on here before ordering

They sent wrong order . Sent back as not accepted from courier returned . They sent it again . Again returned via courier and not accepted order. They debited my credit card for £119.98 and as yet have not refunded it despite receiving numerous emails , chat box conversation and goods being returned I had not ordered . No tel number , difficult to contact customer services , robot repetitive responses to email. Give me my money back !

I ordered some trainers online after not receiving them I got in touch via email said they lost them asked if I wanted them re ordering I said yes then got an email saying they were out of stock and a refund would be back in 2-5 working days I ordered them on the 26th and it’s now the 26th of may and I can’t even manage to speak to anyone by phone

What an abysmal company, how they are still trading is beyond me.
There fine till you want to return something !! so Evri delivered 2 garden chairs, one we loved the other we didn't line, so had to pay £4.99 to return it, Evri came to collect the chair weiging 18kg, but refused to take it as it was over there max weight of 15kg, but they delivered it !!!!!
Unbelievable, so this where the fun started, no telephone number to Fraiser customer services they take days and days to return your emails, 3 weeks later we are still no further on than when we started, and they say 7 days to return the parcel so you know what's coming.
One seriously peed off customer, I would score them.zero if I could !!

A woman who sells glasses woman with short light hair of a round body type was very impolite and I would go as far as to say a bit hostile when I tried to look at sunglasses she ripped it out of my hands and aggressively exclaimed “Thank you very much” I was taken aback by her behaviour and didn’t say anything in response but person who was with me questioned her behaviour and she said something about the glasses being very expensive and you can’t look at them without asking her first which honestly would be perfectly fine to state to me and I hoped that she would instead of being so agressive and honestly putting me in a bad mood I went to shop for my glasses elsewhere.

Great Product, Superb Price. Fast Delivery

Ordered a pair of shoes that cost well over £100 but still had to pay £5 postage. The shoes have lots of marks on them so I have had to return, only to discover that it costs £5 for a return. So I'll be £10 down despite no fault of my own. Come on guys, it's 2026 and you're a very large well known brand. You cannot be charging for returns. Won't be using you again

Paid £11.99 for next day delivery and your not going to be surprised by this response in that the parcel never arrived APPHOF50002002677160 but no refund or any other assistance from them which is shocking service

Another lost parcel. Parcel was lost but they didn’t tell me . They could not replace the articles or expedite sending a replacement for the parts of the order remaining.
Getting to make a complaint on the website sends one round in an interminable loop .
I will never use this terrible company again .

Great and excellent service

Not worth buying from HOF. Bought 2 clothing sets but very small fitting, paid £5 delivery but then had to pay another £5 to return so I’m £10 out of pocket and nothing to show for it!

0 STAR HOUSE OF FRAZER WHEN ARE YOU DELIVERING MY ORDER ORDERED A LAPTOP 22nd APRIL 2026 NO COMMUNICATION FROM USLESS HOUSE OF FRAZER JUST TO LET YOU KNOW IF YOU HAVE NOT DELIVERED THIS LAPTOP BY NEXT THURDAY YOU CAN GET MY MONEY BACK INTO MY ACCOUNT BECAUSE IF IT COMES NO LATER THAN THURSDAY THE 7th MAY 2026 I WILL BE SENDING IT BACK TO YOUR COMPANY THIS IS THE LAST TIME I WILL BE ORDERING ANYTHING FROM HOUSE OF FRAZERS 1 e.mail FROM YOU TO CONFIRM YOU TOOK MY MONEY NOTHING ELSE I WOULD GIVE A BIT OF ADVISE TO ALL POTENTIAL CUSTOMERS STAY WELL CLEAR FROM HOUSE OF FRAZERS YOU STATE ON YOUR WEBSITE THIS ORDER WOULD BE DELIVERED BY 28th APRIL 2026 YOU HAVE THE CHEEK TO TAKE £6 DELIVERY CHARGE STILL NO SING OF THIS LAPTOP GETTING DELIVERED THATS NOW 9 DAY WAIT ON ANY COMMUNICATION FROM HOUSE OF FRAZER AS I STATE IF THIS LAPTOP IS NOT DELIVERED BY THE 7th MAY 2026 YOU CAN GET MY MONEY BACK INTO MY ACCOUNT THIS WAS A WASTE OF MY TIME ORDERING WITH HOUSE IF FRAZER

When you contact them for help- they just apologise and say there is nothing they can do. Eg. They delivered the wrong table tennis table that had a 6 hour window that I had to sit in for, then another 6 hour window for them to come get it, then 6 hours again for new one to be delivered- took an extra 3 weeks for their mistakes- when contacted they have a couldn’t care less attitude!! ! items that I ordered at good value then go out of stock but still show on their website and they won’t send an equivalent replacement . Was told they sent two parcels to me on the same day and both got lost!! And then they can’t replace any of the items as all out of stock. They sent the incorrect number of aftershaves and I have to chase it up, give me a next day free delivery code as a goodwill gesture, but this is not an option to Northern Ireland and when contacted say they can’t do anything and I have to pay the postage. Shocking from a multi million pound company. Everytime something goes wrong with them!

I Ordered a boss jacket and a pair of jeans from house of Fraser the goods were not delivered to my address and were left at a different address so I did not receive my order house of Fraser provide me the evidence clearly showing the items were left at some other Address after going back and forward for all most 3 weeks they refused to refund me honestly this company is just robbing people ,you can not contact them they only reply to emails and a useless chat bot ,you cant speak to any one ,I lost money shopping here I advise other not to shop here or you will be out of pocket with house of Fraser

Ordered 3 items from FRASERS
First time we requested delivery to a parcel point collection due to work commitments.
Slightly delayed ,which we get as it's Evri,but when we went to collect the parcel had clearly been opened and resealed with sellotape.
Sent images to FRASERS who say they are investigating but after a lot of emails ,from me, they've gone dark and now seem uninterested !!
Option now is to activate section 75 claim via credit card company to get a refund of the missing items
Used HoF ,Sports direct and FRASERS many many times but will 100% never use any of them again!!

Very poor experience with returns.

I used House of Fraser’s official overseas returns process and paid for a collection, which was never carried out. This was acknowledged, but instead of fixing it, I was repeatedly told to arrange and pay for the return myself.

Customer service was inconsistent and contradictory—at one point offering a replacement collection, only to withdraw it later and fall back on policy. It also proved unnecessarily difficult to even contact support, with no clear communication channels available.

Overall, a frustrating experience where a service I paid for was not delivered, and the responsibility to resolve it was pushed back onto me.

I would give the store in Croydon 0 stars. On Thursday 2nd April, I went to buy 3 t-shirts from salt mill because it was in offer from £29.00 to £9.00. I went to go to the cashier and she was extremely pushy for sales and I didn't enjoy that as well as I kept on refusing. I just wish to buy 3 shirts. I went home to tried on one t-shirt and realised that the orange dye released onto one of my white bra. When washing it with cold water by hand and only doing it once. I saw once again the dye released onto the water. I am extremely frustrated and annoyed because it went onto my skin. This caused me lots of stress because i have never thought in a well known store would receive this unacceptable quality. On Thursday 9th April, I went back to return these items. I am furious about the outcome because I explained it to them. One of the store colleague was extremely rude and condescending because thinking that I don't know how to wash the t-shirt and that I don't know how to read the receipt when I wanted a refund. Also, at first didn't wish to give me a refund back for the 2 t-shirts that I got for my son. They had have the tags still on. Furthermore, I will never ever go back to this shop again.

Sales Assistant in the Barbour area couldn’t be bothered to sell me anything it seems. Was that because is was in a mobility scooter ??? Perhaps I didn’t deserve a treat from my husband. I had to ask whether it might possibly be available online ? A luke warm response from her. Perhaps if I hadn’t had the audacity to point out that the first bag had a number of scratches. Was then told to go to the Barbour desk, where I could see another one. Dutifully obliged. I pointed out the other one had indentations on the front and a few on the back, why would I spend £139 for faulty goods? She took it away and the conversation ended with there is a Barbour in Flannels and no bag. Well no there wasn’t another Barbour desk in Flannels at Rushden Lakes, but my husband remembered a Barbour shop on the opposite side of the shopping precinct. The most helpful staff at Barbours, thank you ladies for ordering the handbag for me straight away, although slightly higher in price, I rather be treated with courtesy - even in my electric buggy - than the way that sales person at Fraser did!!!

I bought a dress from them a week ago. I am 6 months pregnant and that day I did not feel well enough to try the dress so I just bought it home. When I tried it, it didn’t fit. I went today to return it, I know they don’t do refunds so I wanted to exchange the dress for something else. The manager in charge for returns would refuse to take it. She claimed it was worn and had smelled. I agree when I tried it on, it might have left a smell, because I am sweating a lot, but the tags and everything were intact, I did not wear the dress and she just wouldn’t believe me. I got fed up and called my bank who said they will do a chargeback from my credit card. I told the lady I am willing to return the item still, and I will get my refund whether she approves it or not. Because I mentioned chargeback she shut up and generated a store credit. I wouldn’t have given such a poor review had the woman been nice when she was talking. She was out right rude and very inconsiderate, especially when I was feeling unwell at the counter and had my little daughter with me.

To anyone trying to purchase anything from house of Fraser please always pay through credit card. And please avoid visiting house of Fraser in Croydon.