I have ordered countless items on HoF online over the past 18 months, always with the same credit card and details, and never with any problem...until now. For some reason, after I place orders now, they are then cancelled by HoF within about an hour, with an email saying that they have been unable to validate the details of my order. When I ask them to tell me what the problem is, they say they cannot tell me because it is a security issue. This same problem happened twice within 3 days. All this time, the credit card I am using is working perfectly well on different websites and in shops etc. The result is that I can't order anything online with HoF and they will not give me any help or guidance to sort this out. So they have lost a customer, and they don't care at all.
I have today received the towels I purchased from House of Fraser and I am absolutely delighted with them and with the speed of their arrival. House of Fraser has a vast range of goods at very good competitive prices and, lucky for me, they have a huge stock of Vossen towels (my favourites!) to choose from. Their website shows the different colours with absolute accuracy and the website is very easy to use. I have absolutely no hesitation in recommending them and I will most certainly be using them again in future.
Today l went to the house of Fraser in Hull to buy a new bra,the lady that served me was very helpful and experienced.for years l realise that l had been wearing the wrong sized bra, she went to get me the size that she thought was right ,totally different size to what l normally bought,couldn't believe the difference,thank-you house of Fraser for employing staff that know what they are talking about.
Bought Melissa Odabash bracelet from hof Gateshead few months ago. Worn about 5 times max! The catch has snapped. I rang store to advise before returning spoke to several people eventually deputy mgr. He thought i was complaining about a handbag! Apparantly customers are guilty until proven innocent with hof as advised they no longer stock this brand? Take a look on your hof website Mr Parkinson you will find the bracelet there!! Besides which you are still responsible for repair replace try reading sale of goods act. They haven't even asked me to bring in bracelet! Next i am expected to turn detective and find proof of purchase. How about your staff do that? Your store is unsuprisingly very quiet so plenty time on their hands to locate proof of my purchase..Worst customer service i have ever received from a department store.
Ordered a DKNY bag last year June. Handle broke in January and it as £126.00 as though it wasn't an expensive bag as it is. YET, my parcel apparently went 'missing' and now heard nothing after sending back the missing returns form they sent me Bloody ridiculous i swear, do NOT order from House of Fraser for expensive things. Last and first time I'll be doing that, so annoyed literally!
I ordered a couple of things online early last year with the intent of keeping one and sending one back once I'd tried them on. I sent the item I decided I didn't want to keep back to them within a couple of days, via my work's postal collection which pretty much without fail, delivers the next day. However, I didn't get an email from HoF until about a month later, saying that they have issued me with a voucher? I don't know why I couldn't have my money back as I'd sent it back quickly. Are they holding items until after their refund policy dates so that they don't have to refund you and you'll either buy something else from them or forget about it? Anyway, I decided not to do anything about it because there were a couple of other things I wanted to order. I should have learnt my lesson but I bought two items with the intention of sending one back and paid around £6 for next day delivery. I waited in all day for the delivery which never came. I live at the bottom of a drive and didn't go out and no card was left so I know that no one bothered to come, but when I rang I was told that I 'must have missed them' which was incredibly patronising. I asked why a card wasn't left and they told me 'Sometimes the drivers don't leave them'. WHY WOULD YOU NOT LEAVE ONE?! Surely if you leave a card it proves that you've attempted delivery and therefore your customer has no grounds for complaint. The items finally arrived a few days later but sadly one of them didn't fit so I had to send it back. Considering the voucher problem I experienced before, I made sure to send it back the very next day, with the next day delivery from my work, and yet again a month later I get an email saying they'd send me an e-voucher. I should have called to complain at this point but the person I spoke to before so obviously couldn't care less that I thought there was no point. This was back in August and I've just gone to finally use the voucher now having found an item that is much cheaper on their site than elsewhere, go to look for the email with the code and it turns out they never sent it to me. I sent an email to let them know and got one back saying they'll have to 'launch an investigation' and will get back to me in a couple of days. 4 days later I've had to email them as I've had no reply yet. Surely it's not that hard? I've sent them the order no. and they can just check that a refund was due and whether I've used the discount code relating to it. I am really angry and think it's appalling that such a large company can get away with such terrible service. I advise you not to bother with them!
I recently ordered some childrens clothing from the January sales and one of the items arrived in the wrong size (the cardboard ticket said the right size, but the garment label was not the right size) anyway long story short, I phoned the customer service line and the product in the right size was no longer available, I said ok never mind I'll give it a bit of a stretch and it might fit her, at which point he offered me a £10 e voucher (same cost as the shirt) as it was their fault, it was a nice gesture that you don't often get from large stores like this. It shows they are willing to put things right when there is an error. I will shop with them more often because of that.
Saturday night i order a pair of Timberland shoes, an Wednesday morning i received them. I chose the standard shipping to Greece that costed just 6 pounds and 3 days later I had my order in my hands. Great prices and great services!
house of Fraser sent me out the wrong shoes and would refuse to exchange them and told to re order and return the shoes. I have re ordered and again they have sent out the wrong pair of shoes ! they do not seem to care about there customers i am waiting on a call back from them but the advisor has confirmed once they have checked stock I will need to re order again !! they have already got 66 pound of my money this is an awful service do not order online with them
I was chuffed to receive a pair of leather Barbour gloves for Christmas but unfortunately they were a size small when I'm usually a large. Upon trying to exchange them I was told it was outside of their 28 day policy and it was too late to do anything (and in no uncertain terms told there was nothing they intended to do). As they're way too small, there's not really much else I can do other than putting them on ebay. However, given that House of Fraser would have been no worse off by exchanging the item, they could have easily retained a regular customer (and account holder until now) instead of loosing one and everyone around them to the opposition. I suppose their loss is John Lewis's gain!
I bought a jacket at the High Wycombe store and tried to return it today after 25 days for a refund. When I bought it I asked can I get a refund if I return it and was told yes. I wasn't told the limit for refunds is 14 days. I have 2 issues -1/ I think if you are going to allow refunds then it's not helpful to limit that to 14 days but 28 days for an exchange when others allow 28 days. That's confusing and if you can exchange it after 28 days why only 14 days for a refund. Seems to me designed to confuse and catch people out. 2/ when I asked for an exception because I was let down badly by their store card that cost me £75 in bank charges this week (see later) I was told "the till won't let me", so I asked for the manager who said the same "the till won't let me". Either the manager was lying or they do have such a draconian policy and their entire staff from top dog down are drones with no authority to give a little discretion. After the fiasco poor experience with their store card this week (PIN number didn't work when I first got the card, 1st statement did not arrive so I missed a payment, processed direct debit 3 days earlier than due date causing me £75 bank charges even though I paid the full balance 6 days earlier - and refused any compensation) I will never shop in Hof again. I must have spent £5k there in the last 3 yrs. I will now spend even more at JL since they "get it" with customers. A little discretion (makes us feel valued not just a statistic) can earn you huge goodwill and loyalty from customers. Shut the door firmly in my face and I will not forget, hence I will avoid Hof for as long as it sticks in my memory (will be years).
I ordered a Christmas gift card on the 8th of December. At the time of writing (09/01/2014) I still have not received the gift card. HoF offered no solutions to this on the phone or by email. Had to go in store and purchase another in the mean time. Now they tell me they can't give me a refund on the gift card - even though it's missing with Royal Mail (royal mail didn't get it until the 19th). If they do find it, what good is it to me now?!
1. Ordered online £150 jacket. 2. No emails regarding dispatch until I contacted them. Then told it was already on its way. 3. Usual Yodel delivery, just thrown against the front door. No attempt to gain access even though it was obvious access Was available. 4. Found item sent to be incorrect. Contacted customer service (rude and pig ignorant) told that my item was still out for delivery. Showed a couple of hours later as being delivered where Yodel obviously falsified delivery time. 5. Phoned again and explained. Told item would be sent with next day delivery. 6. Phoned again after 2 days to be told that I would have to pay again if I wanted item and I would be credited once the original item had been received back to them even though I am not at fault. Even the manager was not prepared to assist and just said "do you want to reorder this or not" 7. Forgot to mention that I was "accidentally"cut off half way through so had to redial and repeat everything. 8. I'm now £300 out of pocket relying on this bunch to resolve matters. Never again. 9. On the plus side they do pick up fairly quickly.
I've just tried to exchange something that I bought for my wife for her birthday. She didn't like it - vouchers would have been better I guess. I bought it more than 28 days before her birthday and now I can't take it back/exchange/gift card.
Its been about 5 weeks. No-one told me about the 28 day policy when I bought it - I would have waited otherwise. It was pointed out to me that the policy is on the reverse of the receipt and that I should have read the reverse of the receipt when I bought the item (She managed not to be embarrassed when she said that !!) I was greeted by increasingly senior members of staff who all basically said "Computer says no" or "It's not our fault, we're not allowed to exchange it, Head Office will tell us off". This is pathetic. This is not what you expect from House of Fraser.....John Lewis from here on in. They're building one near me now.
I want to give one star, but that's reserved for staff being rude which they weren't (just drones).
In short be careful when you buy something from House of Fraser.
Blatantly marked prices up and then discounted on sale. I bought large pillows on line for my wife who was ill, marked price of £40 discounted to £32 each. When they arrived the packaging had printed onto it £30 plus a barcoded sticker was priced at £30. I called customer services who told me in effect they price things the way they want on line and their prices have nothing to do with prices in store. If this is not illegal it is definitely immoral and HOF should be ashamed.
This was my first order with HoF (08399803) and it was so disappointing.
Firstly - it took them 5 days to even dispatch my order. What is the point of charging the customer for DHL delivery if you can't get it out of your warehouse within five days???
Secondly - I needed to exchange the item for another size and they had inexplicably increased the price of the item by 30% in only 2 weeks. It hadn't been on sale, she shelf price simply went up with no explanation.
So in short: hopeless dispatch speed, expensive postage, needed to organise/pay for return postage, repay for postage on new item and then wanted 30% more to exchange size.
On principle I am not going to rebuy the item. And i will definitely never shop on this utterly hopeless website again.
Ordered an £89 dress from the site when it came through it was the right colour and size but the entirely wrong dress. Shipped it straight back for a full refund and after a few weeks emailed to check they had got the return. It took days to get a reply (not 24 hours as they specify) and just asked for my postage receipt (as if they were accusing me of lying about having returned it). I eventually got an email saying my item had been received back a MONTH after I posted it but alas no refund! They tried to fobb me off with an evoucher claiming i had 'paid for my order in portion by an evoucher' when I had not AT ALL. 100% of it was paid for from my bank account. Needless to say I will be demanding full reimbursement. If this is not done I will be opening a dispute with them to get my money back. So unprofessional and NOT AT ALL the standard I expected from them. Will also be cutting up my HoF credit card (which never worked since the pin code they gave me did not work and after an hour on the phone to customer services I gave up with it.)
After seeing alot of options and variety of sizes in store, I chose to come back home and do online shopping in relaxed mode from their website. I thought things available in store might be available on their website too. But my hope went in vain, and many store items were missing from online directory. Though, if you use their click and collect services, I would prefer that as I live in London and I got all the items quickly after ordering.
I purchased a matching handbag , passport holder , purse , key ring and pouch - from the Biba range at House of Fraser online . I told my friend about it as it all 'appeared ' like a good deal - they sent out the items and sent out the wrong bag - the bag I wanted had then sold out ! So there was no point me keeping any of the items that matched it . In the meantime my friend ordered the bag I wanted (after me ) and she got it ! I'm livid ! I then had to pay for a neighbour to get a taxi to the post office - as I work full time - to return it all . They did offer to collect it - but if their collection service is anything like the online service I'm not waiting for them to come out and get it . They offered £6 off my next order , after I'd ordered over £300 worth of goods and me wasting a load of time and effort choosing it all and then having to return all of it ! They need to get their act together - useless online service and follow up service wasn't much better. I'll spend my money elsewhere in future - this isn't the first time they've botched my order !
I've ordered with HoF a couple of time, the website is great and really easy to navigate. The delivery is fast, the products fabulous quality, all good you may think, hold on! The customer service is incredibly slow and their processing of returns even slower, it took me almost a month to get my money back.