House of Fraser Customer Service Issues

I did not receive a confirmation email for my order placed on Monday, December 13th, [redacted] at 11:09 am. The order was for a ROS Ronnie O'Sullivan 2-piece snooker cue with a hard case priced at £39.99 plus £4.99 for delivery. Payment was approved by my building society, Nationwide, through a security code check at that time. I kindly request confirmation of my order and an estimated delivery date. My email is [redacted], and the order was under Mrs. Bernadette Lowes, 2 Westcott Keep, Horley, Surrey, RH6 9US. Thank you.

I purchased a £98 pair of trainers on December 2, [redacted], with next-day delivery for £8. Although the delivery was made by Hermes on December 3, it was not received at my address. After sending a video recording to Hermes, they acknowledged the error and confirmed the parcel was not sent to me. Despite two confirmations that the parcel did not reach my address, House of Fraser has yet to provide a resolution, claiming they are still waiting for a response from Hermes.

I made a purchase from House of Fraser on December 4th with next day delivery, but I have not received my item yet. The delivery is being handled by Hermes, and it has been at the hub for a week. Since December 9th, it has been at the delivery depot. I have attempted to contact both Hermes and House of Fraser, but despite promises to email me, I have not received any communication. This situation is incredibly frustrating as I need the item by December 23rd. If it is not delivered by then, I will require a refund of £65. Any assistance you can provide would be greatly appreciated.

Order Number: HOF[redacted][redacted] Subject: Concern Regarding Order Location Dear House of Fraser, I understand that you are currently busy, but I am writing to express my deep concern regarding the status of my recent order. Today, I drove 2.5 hours to Belfast in hopes of locating my package, as the tracking number provided for Fastway seems to be inactive. Despite contacting Fastway, they have no record of receiving my parcel. Upon visiting your store in person, the customer service representative informed me that my order was dispatched yesterday, yet the courier does not have possession of it. This order, totaling £[redacted] and including all of my Christmas gifts, is of significant importance to me. In light of this uncertainty, I was forced to purchase replacement items today out of fear that my order may not arrive in time. As a loyal customer who has spent a considerable amount at your store, I am truly disappointed by the lack of clarity surrounding my order's whereabouts and the subsequent struggle to seek assistance. I received an email indicating that my order was ready for shipment five days ago, further adding to my apprehension. I sincerely hope for a prompt resolution to this matter. Sincerely, Regina O'Reilly

I purchased numerous gifts worth around £[redacted] three weeks ago, but they have not been delivered as they were lost. I have emailed asking for them to be resent or for a refund, but I have not received a response. It is frustrating as Christmas is only 2 days away, and I am uncertain about the gifts for my children. I received one email stating the items were lost, but have not heard anything since Monday.

I am inquiring about the possibility of receiving a refund for a Barbour coat I recently purchased. I have the original receipt dated December 24th. I visited the store, and they mentioned they only offer exchanges. However, the sizing of the jackets is quite different, and this was not disclosed at the time of purchase. I initially bought a size L for my husband, but it turned out to be too small as he usually wears a M/L to layer over a jumper comfortably. When I couldn't find the right size at Cwmbran, I went to Glasgow. Thankfully, Frasers had the jacket in a larger size, so I bought it there. I have been trying to contact my local store with no success, which made it challenging to secure a size exchange locally. Due to the urgency of needing the coat for an event, I had to purchase the larger size in Glasgow. I am kindly requesting a refund for the original coat purchased. I can provide proof of purchase from Glasgow and have the original receipt. Thank you.

Hello, I purchased a bike for my daughter over a week ago. I was informed it was on the van for delivery last Thursday, but later received a message saying it couldn't be delivered. I was then told it would be sent the next working day, which was supposed to be Friday (8/7/[redacted]). However, the bike was not sent out again, and I am still waiting for it after paying £10 for delivery. Can you please investigate this matter?

I used Evri to return a parcel (ladies sandals) to House of Fraser on 20/7/22. The order number is H0047D[redacted], and the Evri receipt number is P[redacted]. House of Fraser acknowledged the return via email two days later, but I haven't received the refund yet. I contacted House of Fraser, and they claim they haven't received the parcel. They are advising me to reach out to the vendor, which I have already done. I am seeking assistance in getting the refund owed to me deposited into my account. Thank you.

I placed an order on the House of Fraser website last night, Wednesday, August 17, [redacted]. This was my first time ordering from their site, and I was not notified of the processing and delivery time until after I made the payment. I contacted them immediately via webchat and email (as no contact number was provided) as I am leaving the country on Saturday, August 20, [redacted], and need the items before then. The order confirmation email I received from House of Fraser indicated a delivery date of August 27, [redacted], which is later than I can accept. Additionally, two items in my order were processed as 2 quantities each instead of 1. I need these duplicate items cancelled and the order amended accordingly. I urgently require confirmation that my order can be delivered by Saturday, August 20, [redacted], before I depart the country. It is essential that House of Fraser amends the order to 1 quantity each and arranges for next-day delivery to accommodate my travel plans. Order Number: HOF[redacted][redacted]

I recently ordered shoes from House of Fraser, but instead received Moda in Pelle shoes. After making the purchase, the money was deducted from my account promptly. I didn't note down the order number assuming that I would receive a confirmation email, which I never did. This led me to believe there might have been an error with my email address, hence the lack of communication about when the shoes would arrive at House of Fraser in Grays. Due to this confusion and the urgency of needing the shoes for my son's recent wedding, I ended up buying an alternative pair. Now, I am unsure of what to do with the original order. My name is Lorraine Martin, and the order was placed on August 15th for £64.99, including delivery charges. The shoes cost £60.00. Can someone please assist me with this situation?

I purchased a pair of Stance Gamut 3-pack no-show socks from the Bluewater branch for £22 on 09/08/22. After wearing the socks for just two days, the heel grips started falling apart. I returned both unworn and worn socks to the Bluewater branch on 01/09/[redacted]. Despite no return signature on the receipt and no refund to my Amex card, the manager said the socks had been returned before, which surprised me. I have the receipt and the socks with me, and I am puzzled how your system shows they were previously returned. The barcode on the receipt is [redacted][redacted][redacted].

Hello, my name is Lorraine. I purchased a pair of Moda in Pella shoes from House of Fraser. Unfortunately, I never received a confirmation email or an order number after the purchase, even though the payment was processed. This caused confusion when the shoes were ready for pickup at the House of Fraser Grays. Due to the lack of confirmation, I had to buy different shoes for my son's wedding. I later visited the store, only to discover the shoes had been waiting there for over a week without my knowledge. The store advised me to leave the shoes there for a return process in about 28 days since I didn't have an order number. It was explained that if unclaimed, they would be returned once the store did a stock check on the 9th of September. It's now the 22nd, and I have yet to receive a refund, causing me concern as I've been unable to reach anyone via phone for assistance. The purchase was for £65. Could someone please assist me with resolving this issue?

I recently purchased a pair of Ugg boots for my daughter. According to the tracking information, the item was delivered and left in an unlocked garden, which I did not authorize. Unfortunately, when I went to retrieve the package, it was not there. I contacted House of Fraser and received the following response after completing the necessary paperwork: Dear Samantha, Thank you for your patience as we looked into your delivery concern. After a thorough investigation with the courier, they have confirmed that the delivery was made correctly, and therefore, we cannot approve your claim. If you require any further assistance, please feel free to reach out to me. Best regards, Em

I received an unexpected parcel on Saturday, October 8th, [redacted]. It was addressed to someone else but delivered to my house with the correct street address. The postcode on the parcel does not match mine, and I don't know the intended recipient or my nearby neighbors. I waited 24 hours hoping the delivery company would be contacted, but no one has reached out yet. I'm unsure what to do with the parcel next. Please get in touch with me as soon as possible.

I placed an order for next day delivery. My item was marked as delivered yesterday, but I wasn't home to accept it. Upon checking the tracking information, I saw a picture showing that it was left on my doorstep in plain view. My neighbors confirmed they didn't receive the parcel for me. This is frustrating as the item was a birthday gift for my dad, and now I had to buy another gift. I have emailed House of Fraser and submitted an online form, but I haven't received a response yet. Leaving parcels on doorsteps without proper delivery procedures is unacceptable.

On August 12th, I paid for a return through Evri for an item I purchased from House of Fraser. Unfortunately, when the return entered the courier network, it got lost. It has been three months, and both House of Fraser and Evri have not refunded me for the lost package. They keep instructing me to inform the other party to make a claim. Evri acknowledges losing the parcel and advises me to tell House of Fraser to proceed with refunding me or providing a replacement. This situation is very frustrating and disheartening, especially since House of Fraser encourages customers to keep their return receipts in case of loss for refunds.

My daughter-in-law purchased bedding in July as a gift for her mother, who unfortunately passed away before receiving it. Despite multiple follow-ups and finally being instructed to return the bedding for a refund due to the circumstances, I still have not received the refund. I sent back the bedding on October 8 via EVRiParcel Shop PO684591 and provided proof of postage as requested. The order number is HOF[redacted][redacted]. However, after being informed that the item is on its way back to the retailer, I am yet to receive the refund. I hope to resolve this situation promptly and have the refund transferred to Mrs. Sandra Carey's account. Your assistance in sorting out this issue would be greatly appreciated. Thank you, Margaret McIntyre.

I am still awaiting my £[redacted] refund for order no. HOF [redacted][redacted] from House of Fraser. I have proof of the receipt of the black suede boots that were acknowledged on Oct 19. It has been more than 14 days since the acknowledgment, exceeding the suggested refund time. I have checked my bank account regularly, but the refund has not been processed. I would appreciate a prompt resolution; otherwise, I will involve my lawyer. Delays of over two weeks for a refund are unacceptable in today's digital age. I received a quick full refund from Next within 24 hours. I have attempted to call the customer service number 0[redacted], but it seems to be directed to the US or unavailable for refund queries. I eagerly await your swift response. I made the payment in full via direct debit, so I am puzzled by the extended delay in processing the refund.

Dear Sirs, I recently placed an order at House of Fraser, where the recipient's name and address were automatically entered. Despite contacting them within 2 minutes of placing the order, they refused to modify the details. This incident happened on 05/12/[redacted]. I am puzzled as to why they could not accommodate a simple change when notified promptly. Having been a loyal customer of House of Fraser for several years, I am quite upset by this turn of events. I kindly request your advice on how to proceed in this situation. Regards, Alina Mehdiyeva

Good evening. I recently bought a pair of black brogues from House of Fraser and need to return them. I did not receive my order code in my Gmail, which is unusual as this has never happened before. In my parcel, I found a sticker note with numbers and a bar code, but I require the order number to process my return. I have contacted House of Fraser about this issue, but they have not yet provided me with the order number. Can you assist me with this matter, please? Thank you.