Reply from Houseoffraser
[REPLY]
- Reviews (13)
-
- Harshita Gupta
- London, GB
- 16 Reviews
Better to shop in store than online
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.
-
- Andrea Bingley
- Manchester, GB
- 1 Review
Appalling online service !
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 !
- JNaish
- Copenhagen, DK
- 15 Reviews
Fabulous range of goods, fast shipping, poor customer service
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.
- merrrk
- 3 Reviews
undecided
normally the service is good but as soon as there is an issue its a major one!
had delivery issues, now i have to wait around three weeks for a refund!
having to pay interest on my credit card for goods i did not receive.
never buying from here again.
- Debbie Phillips
- 2 Reviews
Great communication for Collect+
Emailed at every point regarding delivery to local Collect+ store. Easy and very convenient.
-
- Matt.Wootten
- Bristol, GB
- 8 Reviews
Good company,Weird ending
Had an offer through T.p rewards of 25% of when directed to site.Placed an order and went to the payment section where the discount was not removed.I decided not to place the order.I love Frasers but this was very annoying.
- Philip T Johnson
- London, GB
- 21 Reviews
Excellent Service from House of Fraser
I have ordered online with them a number of times and have never had a bad experience. I have selected both home delivery and the collect instore options on various occasions. They have always delivered quickly and kept me informed of the progress. Great company to deal with.
- Dahl
- 46 Reviews
Fast shipping, poor quality / response
I bought a skirt wednesday and paid extra to recieve faster (recieved it friday). Fast shipping, but the skirt was a disappointment - thin fabric. Happy I got it on sale, because I can't understand how they want 69£ (original price) for something that looks/feels such poor quality. Also a shame that the description said "Mid thigh length" as it covers my knees, and they don't have a picture of the skirt on a model on the website. I wrote to them and asked about the skirt weeks ago, but never got an answer, which disappoints me, because if they had answered me, I would have had the chance to buy another skirt on their site.
-
- BethinaLone
- 13 Reviews
SUPERB.
Fandt kjolen som var udsolgt alle andre steder.
Kvik forsendelse kostede 100 kr. og normal forsendelse kostede 60 kr. til DK, så det var vel ok.
Siden var overskuelig og varen var lige præcis som forventet.
Jeg bestilte varen om aftenen og havde pakken 2 dage efter om morgenen, så det var super hurtig levering i forhold til at det sendes fra UK.
Bekræftigelse og T&T nummer kom pr mail få sekunder efter bestillingen, så kan varmt anbefales herfra.
- nathan
- 2 Reviews
goods arrived so quickly
very quick delivery of hat, hat is great, wish i had ordered this long time ago, would recommend house of fraser very reliable and prompt
- Zoe Morgan
- Maidstone, GB
- 2 Reviews
Excellent service & goods
I ordered online - and received my items with free P&P within a few days.
Excellent service
-
- Glenn Elliott
- New York, London & Sydney, US
- 12 Reviews
Good service and returns good as well
I've used House of Fraser's online service three times now.
Twice was for kitchen appliances and their delivery is quick and as promised.
Once I bought a suit - always dangerous in terms of sizing but I was buying from a brand that I'd used before and thought if I picked the same size but in a different style it would fit. Well it didn't fit at all - but HoF's returns process was easy and quick. They give you a return address label with every order so you just stick it back on the packaging that you received the item in and then you can return it and they pay the postage.
Refund was back on my credit card in a few days so very happy with that. I'd recommend them certainly for household appliances and homewares - for clothing and fashion, better than average returns process makes that easy as well
- Marta
- 2 Reviews
Used and dirty item received, they didn't refund just sent me an eVoucher
This was so shocking and substandard that I will not buy from House of Fraser ever again. I purchased a product from the cosmetics department that, when received, it proved to have been used (probably by staff) and was full of dirt, shavings of lipliner, eyeliner, grease, etc. Informed their Customer Care department and was offered a refund, which I was happy to accept.
It was not to be though. I was just emailed an eVoucher that forces me to buy from them again when this is the last thing I want to do. And the only way I can redeem my money is online, and of course I will incur new posting costs.
No matter how many times I explained to them that this was not about me deciding that I didn't like the item purchased but about its appaling condition, they just kept on sending me a copy of the very same email over and over again adding insult to injury.
I do about 80% of my shopping online and this tops the worst Customer Service in my experience. House of Fraser has a lot to learn from much newer, much less hyped stores out there.
Is Houseoffraser your company?
Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.
Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, responding to your reviews is absolutely free. Learn more
