House of Fraser Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about House of Fraser customer service, archive #1. It includes a selection of 20 issue(s) reported November 16, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear Sir/Madam, I am writing regarding the completed forms, gift cards, and vouchers I sent to House of Fraser's head office on 3/10/[redacted]. I mistakenly provided my old Yahoo email address ([redacted]). As I no longer have access to that email, I kindly request that you send the electronic E-vouchers to my new email address ([redacted]). Please expect another email with images of my vouchers and gift cards totaling £40.00 for your review. Thank you for your assistance. Regards, Sue S. 2 Court Crescent Wollaton Nottingham NG8 2AQ
Reported by GetHuman-suziesuz on Friday, November 16, 2018 12:18 PM
I contacted customer service on 26/11/18 about this issue, but haven't received a response. I had a replacement e-voucher for a gift card worth £[redacted].95. On 25/11/18, I tried to order 5 items online without success. The next day, I saw that my e-voucher balance had decreased to £99.99, even though no order was placed as I couldn't proceed to check out. My e-voucher number is 11AA18AC7D2. Please investigate this matter promptly as I have a time limit to use the e-voucher.
Reported by GetHuman1680051 on Monday, December 3, 2018 4:47 PM
I ordered a handbag on 16/12 with an order number [redacted]8. Initially, the website showed there were 2 left, but after I placed the order, it turned out there was only one left. I paid for it and received an email yesterday saying they actually have none left and will be refunding my money. This situation is incredibly unfair. It was meant to be a Christmas present from my boyfriend, and now we're left with no gift and no time to buy another one before Christmas because the refund could take up to 10 days. This is very disappointing.
Reported by GetHuman1783329 on Tuesday, December 18, 2018 9:33 AM
I placed an order online for a Christmas present and opted for in-store delivery due to concerns about delivery to my home. During checkout, it stated that the item would be ready for pickup on December 19th. However, when I visited the store today, the item was not available. I paid £4.99 for this service, which I find unfair considering many other stores offer it for free. Since the delivery date was misrepresented, I am requesting a refund of the £4.99 delivery fee to the card used for payment. Additionally, as a gesture of goodwill, I am expecting a gift voucher for the inconvenience caused, especially since my family and I will be away for Christmas. This episode has made me question future purchases from House of Fraser unless this issue is resolved satisfactorily.
Reported by GetHuman1801073 on Thursday, December 20, 2018 6:20 PM
Hello, I am reaching out regarding an order I made online at House of Fraser on 16/07/[redacted] for a Faux fur pockets Quilted inner coat in Camel, size 8, priced at £36 with product code [redacted]31 and order number [redacted]2. I received the item on 20/07/[redacted], however, it does not fit as expected and appears to be four sizes larger than what I ordered based on the picture. Unfortunately, due to unforeseen circumstances, I was unable to return the item within the 30-day window. I visited the Birmingham City Centre branch after about 40 days with the original receipt to exchange the item, but I was informed that it was not possible under their return policy. I am kindly requesting assistance in getting an exchange or a gift card to use in the store as the item is not suitable for me. Please respond at your earliest convenience. Thank you.
Reported by GetHuman-irammush on Tuesday, December 25, 2018 8:09 PM
Subject: Help Needed with House of Fraser Order Issue Dear Customer Services, I have been attempting to contact House of Fraser without success. On 15 January, I sent a letter detailing my problem. I reside in New Zealand and had purchased vouchers through the Emirates online shop before visiting the UK. Unfortunately, the vouchers were not honored upon my arrival. I later received replacement vouchers, which are set to expire soon. However, I am facing issues with International Delivery on your website, as it appears to be disabled. I am concerned about losing the value of the vouchers. Below are the details of my order and the vouchers: Vouchers: - BAAA534497A9 50GBP - D3D17D3D4EDD 100GBP - 9B1E67D733BA 100GBP Items in My Bag: - 1 Barbour tartan lambs wool scarf (Navy) Product Code [redacted]76 - 1 Barbour tartan lambs wool scarf (grey) Product Code [redacted]87 - 1 Barbour Carrbridge Backpack (Navy) Product Code [redacted]17 - 1 Lauren Ralph Lauren Orena Floral Dress, multi coloured, Size 14 Product Code [redacted]50 I kindly request House of Fraser to honor these vouchers and deliver the items to my address in NZ. I am willing to cover any additional costs via credit card if needed. Please provide an email acknowledgment to confirm that my concern has been received and is being addressed promptly. Thank you, Errol J Pedersen Address: 4B/36 James Cook Crescent Remuera Auckland [redacted] New Zealand Contact: Home Telephone: +64 9 [redacted] Mobile: +64 [redacted]6 [redacted]
Reported by GetHuman2053646 on Monday, January 28, 2019 10:07 AM
Hello, my name is Edmee A., and my order number is [redacted]4. I placed an order on 18/2/19 for one pair of shoes and one dress. The package arrived on 25/2/19, and it was quite heavy. I was surprised by the weight and asked the Yodel driver to check the contents, but he refused and left. Upon opening the box, I found two sets of glasses instead of my order items, and one of the glasses was broken. This mix-up made me very upset as I needed the dress and shoes for a wedding this Saturday. It's frustrating that there seems to be no way to reach House & Fraser by phone, only through an email that doesn't work. This situation is disappointing, and I am considering taking legal action if necessary.
Reported by GetHuman-edaffoh on Tuesday, February 26, 2019 2:14 AM
Dear Customer Service, I am reaching out regarding order number [redacted]0. I paid for delivery fees and was supposed to receive a 5 GBP voucher when I collected my order at Jenners. However, upon arrival, I was informed that my order had been returned to the warehouse, and I was offered a full refund. Despite this, I noticed that delivery charges were still deducted from my account. I collected the order in the third week as I was told orders could be held for 2-3 weeks. I kindly request that the 5 GBP voucher I was promised be sent to me considering the inconvenience. Thank you.
Reported by GetHuman-irenxfpr on Friday, March 8, 2019 3:08 PM
In November, I received e-vouchers to replace my old vouchers after a long wait, only to realize that they could not be used in-store. Due to family emergencies since October, dealing with hospital visits and a loss, I couldn't utilize the vouchers until now, hoping to buy a Mother's Day gift, but sadly found out they expired in January, valued at £85. I am extremely disappointed as I had less than three months to use them. It's been challenging as all the phone numbers I tried contacting are inactive. This short expiry period for vouchers is unacceptable. I urge someone to reach out to me for a resolution. Your prompt response would be greatly appreciated. Thank you, Tina Smithers.
Reported by GetHuman2603573 on Wednesday, March 27, 2019 1:46 PM
I ordered an item that turned out to be out of stock, which was the main reason for my purchase. Subsequently, the change resulted in a 20 euro postage fee. I would have opted for a different item if given the chance, but the package is already in transit. It seems unreasonable to have to pay another 20 euros for the postage of just a pair of shorts.
Reported by GetHuman2653692 on Monday, April 1, 2019 7:06 AM
Hello, I wanted to share my recent experience with an order from House of Fraser. I placed an order for next day delivery with the billing address in my name and a different name for the recipient as it was a gift. Unfortunately, the invoice with the price was included in the same parcel as the gift, and I was disappointed because I wanted to keep the price private. Additionally, I found it frustrating that there is no direct phone support available and only email communication. I am requesting to return the item at your cost due to this privacy breach and would like a full refund, including postage. The item will be sent back. This oversight has left me questioning the security of personal details when orders are shipped. I look forward to hearing from you soon. Thank you, Humaira.
Reported by GetHuman2654725 on Monday, April 1, 2019 8:45 AM
I bought a jumper from HOF and paid via PayPal. While PayPal sent me a confirmation, I haven't received anything from HOF yet. Normally, I get emails from both. I just wanted to check if my order actually went through.
Reported by GetHuman2679051 on Thursday, April 4, 2019 12:50 PM
Subject: Concerns Regarding Recent Order and Refund Dear Customer Service Team, I am writing to express my dissatisfaction with both the return policy and the customer service provided by House of Fraser. I have been a loyal customer, but my recent experience with order number [redacted]9, placed on March 15th, has been extremely disappointing. The estimated delivery date was March 22nd, but I did not receive any notification when that day arrived. Tracking the parcel showed it as delivered without any communication. Seeking resolution, I opened a case on Resolver.com (Case number: RES[redacted]) and was informed that the parcel was returned by the courier due to being opened prior to shipping. This was unacceptable, especially since the item was meant as a birthday gift for my sister on March 26th. The promised refund within 14 days from March 22nd has not been processed, despite my numerous email inquiries receiving no response. Visiting the Oxford Street store yielded no better results, as the floor manager provided little assistance and directed me to follow up on the refund myself. This lack of customer care has left me feeling disrespected and undervalued. I am demanding a prompt refund to avoid further escalation of this matter. Thank you for your attention to this issue. Sincerely, Peggy
Reported by GetHuman2705281 on Monday, April 8, 2019 9:51 PM
I recently bought an item online with next day delivery, expecting it on April 18th, but it arrived late on the 23rd. I tried contacting customer service with no success, and no response to my email yet after nearly a week. Attempted to reach out to Hermes but couldn't speak to anyone. Staff at a store were rude and unhelpful when I inquired about it. I am disappointed with the poor service and lack of communication and request a refund for the delayed delivery and the product I purchased from House of Fraser, expecting better customer service from a renowned brand.
Reported by GetHuman-somerlil on Wednesday, April 24, 2019 7:11 AM
I made an online order on February 8th to be delivered in Viersen, Germany. Unfortunately, there was an address mistake that I couldn't correct due to your terms and conditions. The delivery date was supposed to be on February 11th, but on the 12th, DHL informed me they couldn't deliver the order. I've been trying to reach your customer service team online, but the lines don't work. I visited Bond Street three times and spoke with different managers, Ben, Cristina, and Alex. Each promised to solve the issue and contact me, but they haven't. I want my money back within 5 working days; otherwise, I'll take legal action. My order number is [redacted]5. Thank you.
Reported by GetHuman-hildaama on Saturday, April 27, 2019 6:44 AM
I received the trainers I ordered on Saturday through next-day delivery, but I encountered two issues: 1. The trainers are the wrong style and color, even though they are the correct make. 2. The size is labeled as US 9 instead of UK 9, causing confusion as the website specifies UK sizing. I need a UK 9 (9.5 US) based on my previous experience with this German brand. I kindly request HOF to arrange collection of the trainers due to my busy work schedule, and I shouldn't incur return costs as this is an error on their part. A returns label has not been provided by HOF.
Reported by GetHuman2835473 on Tuesday, April 30, 2019 9:54 AM
Hello, I have paid for next day delivery in order to receive the trench coat urgently by tomorrow. Despite placing the order before 7pm and paying £6.99 for delivery, my order confirmation indicates that one item (Product Code: AH3143/01/[redacted]) will not be available until 1st May. This news has left me quite upset, fearing the entire order will be delayed. I kindly request the belts with the delayed delivery be canceled, and the rest of my order be shipped immediately for delivery tomorrow (1st May). Will I receive the order by 2nd May? I require the trench coat by then; otherwise, please cancel the entirety of the order. As per distance selling laws, canceling an order upon request within the allotted time is mandatory. I await your confirmation that the order will arrive by 2nd May or details of a full refund. Thank you, Gurmeet
Reported by GetHuman2838683 on Tuesday, April 30, 2019 7:04 PM
I placed an order on the website with order number: HOF[redacted][redacted]. I paid extra for next day delivery. I received the email order confirmation but have not received any further emails regarding order processing or dispatch. If my order is not delivered today as ordered before 3pm (your website specifies ordering before 7pm for next day delivery), I will expect a full refund of the delivery charge. The lack of a dispatch note indicates my order has not been processed. It is disappointing that there is no customer service number available for situations like this. Daniel S.
Reported by GetHuman2855830 on Friday, May 3, 2019 12:30 PM
Hello, I placed an order (HOF[redacted][redacted]) on 28/03/[redacted] for a Radley bag, shoes, and a grill. The order was unexpectedly canceled, and the money was refunded to my account without any explanation. After 38 days, which is over a month later, the products arrived, and £[redacted] was deducted from my account. The promised 3-5 day delivery window was not met. Since I purchased the same handbag from a House of Fraser store during this time, I now have no need for the duplicate bags. Unfortunately, I am unable to return the items as I will be out of the country for 4 months and will not return until 27 August. As I am currently unemployed, this deduction of a substantial amount from my account has put me in a difficult financial situation while traveling. Best regards, NT
Reported by GetHuman-dr_noor on Friday, May 3, 2019 2:39 PM
Regarding reference HOF[redacted][redacted] and Hermes consignment [redacted][redacted], I was expecting delivery on the 2nd of May. I provided Hermes with a neighbour's address for delivery and received confirmation via text. However, after a failed delivery attempt and a subsequent return to the sender, I have not received any updates. I reached out on your website five days ago but have not received a response. I am concerned about the £[redacted].39 I spent and would like to know if I will receive a refund. I am disappointed about the situation and would appreciate some communication regarding the refund process. I have successfully received orders from two other shops without any issues. Please get in touch with me soon to provide an update. Thank you.
Reported by GetHuman2892083 on Thursday, May 9, 2019 11:51 AM

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