House of Fraser Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about House of Fraser customer service, archive #2. It includes a selection of 20 issue(s) reported May 10, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
To Whom It May Concern, I am contacting you regarding order APPHOF[redacted][redacted] made on 17/04/[redacted]. While checking out, I had to choose expedited shipping to Malta as no other option was available. Unfortunately, I was not informed that the 'Tommy Jeans Script T Shirt' '[redacted]0' was on pre-order until 1st May, causing a holdup in the entire shipment. I'm disappointed as I paid £18.33 for expedited shipping, and it has been almost four weeks since I placed my order, and it is still labeled 'Processing'. Despite the delay, I still want to receive the items. I am requesting a refund for the shipping costs due to the unforeseen delay. I hope this matter is resolved promptly. Thank you and regards, Kind Regards
Reported by GetHuman-danjelat on Friday, May 10, 2019 2:36 PM
Order Number: HOF[redacted][redacted] I made the above order on April 25th for delivery to my mother-in-law's address. Based on your emails, the order was processed on April 26th and collected by the courier on April 28th with Hermes consignment number [redacted][redacted]. However, my mother-in-law has yet to receive the package, and I have not received any updates regarding the delivery date. The order status on your website still shows as "with courier," while on the Hermes support website, the consignment number is listed as "awaiting your parcel." Could you please investigate this matter further? Thank you, Lesley Wooller
Reported by GetHuman2919314 on Tuesday, May 14, 2019 9:14 AM
I was advised to contact you about a gift card purchase made on February 21, [redacted] for £39.00. I have the receipt for the gift card sale and the sales slip for a French Connection item. I found a black House of Fraser card, but I'm unsure if it's the correct gift card since current ones have a pink border. I'm not certain if the card I found is valid or if it has been used. Can I send you photos of the two receipts for verification? If confirmed, could you issue me a new gift card to use at your Cheltenham store? The potential card number I have is [redacted].
Reported by GetHuman2954259 on Monday, May 20, 2019 3:51 PM
I made a purchase on March 10, [redacted], through the House of Frasor website. The items were supposed to be picked up at the Oxford Street store. I missed the 10-day pickup window, and according to the confirmation email, the items should have been sent back to the warehouse by now. Despite this, I have not received my refund of £[redacted].99. I contacted customer service via email but received no response. When I visited the store, the staff confirmed my items were returned to the warehouse due to a system update. I was told to expect two emails, reply to the second one for a voucher code. I never received these emails. I also opened a case with Paypal, but it remains unanswered. The customer service experience has been disappointing. I request a prompt refund for the two pants and one blouse I ordered. I hope for a resolution soon. Thank you. Best, Bianca H. Order Number: [redacted]
Reported by GetHuman3000747 on Wednesday, May 29, 2019 9:21 PM
I made an online order for a polo shirt using gift vouchers and selected in-store delivery within 5 days. However, the order arrived late and was redirected back to the warehouse when I went to collect it at the store. I was compensated with a £5 gift card for the failed delivery. Despite waiting since March for a refund and contacting them three times through their online form, I have not received any response from the company. The order number is [redacted]3, placed on 04/03/19, and the total amount was £45. The lack of communication and delay in resolving this issue is disappointing.
Reported by GetHuman3008918 on Friday, May 31, 2019 10:59 AM
My son placed an order for an Eastpak Statn Holdall 94 Black 11in/30cm One Size, Product Code: [redacted]/03/[redacted] at the Victoria Street store. His order number is HOF[redacted][redacted]. He received confirmation on 20 May but has not been notified that the item is ready for collection. We have been unable to reach customer service as the number seems to be unobtainable. Please contact my son, F.C. at [redacted]3 or [redacted] or myself, C.M. at 07[redacted]57 or [redacted] to explain the delay. Due to the inconvenience, we would now prefer to have the item delivered to 9 Little Warren Close, Guildford, Surrey, GU4 8PW. Please let us know if this is possible. Thank you.
Reported by GetHuman3009878 on Friday, May 31, 2019 2:39 PM
I ordered on 12/04/19 with Order Reference: HOF[redacted][redacted]. An email stated delivery on 18/04/19, but I didn't receive it. Engaging with Resolver (No: RES[redacted]) with no response. Payment was deducted despite the non-delivery! Noticed an address mistake on my part from 75 Niblock Road to 79. I understand if this was my error, but seek clarification and a resolution. Disappointed with the lack of customer care after being a loyal customer for years. Contrast this with M&S service where a mistake in flower delivery to the wrong address was rectified promptly and courteously, making customer satisfaction a priority.
Reported by GetHuman3029756 on Tuesday, June 4, 2019 8:05 AM
Hello, I would like to address several issues with my recent order from House of Fraser. 1) When placing my order online, I did not see the option to collect in-store, which cost me a £5 voucher opportunity. 2) I bought 2 Calvin Klein puffer jackets at a 50% discount; however, I was charged £[redacted] each instead of the expected £[redacted].5 based on the original price of £[redacted]. 3) For my return of items that did not work out, House of Fraser did not provide a prepaid label, and the return cost is around £30, which seems excessive given my total order value of £[redacted]. These issues have led to extra charges totaling £50 across my order, which I believe should be refunded. Additionally, I would like to know if I can combine items from two different orders into one return parcel. Looking forward to your response. Thanks, Rouba
Reported by GetHuman-nehmerou on Tuesday, June 4, 2019 11:30 AM
I am a man who struggles with my gender identity. While I used to dress as a woman, I now wear women's undergarments such as bras, underwear, and tights to feel more feminine. When I visit your stores feeling this way, I wonder if I can use the ladies' restroom. I only wish to use a stall, wash my hands, and quickly leave without causing any disruption. I promise to be respectful and not engage unless spoken to. I prefer not to use the disabled restroom as I do not identify as disabled. I kindly ask for written confirmation that I am allowed to use the ladies' restroom in your stores to avoid potential complaints from other customers. Thank you.
Reported by GetHuman-rayloake on Tuesday, June 4, 2019 5:07 PM
As a long-time customer of HoF, I've experienced a decline in customer service since the new owners took charge. I've had trouble reaching them to resolve issues. I lost over £[redacted] in vouchers from Recognition Rewards, and the new £50 voucher I received is showing as invalid in the system. Even though the statement instructs using the code at checkout, the HoF shops seem uninterested in helping. The company is not responding to emails, and both the online chat and customer service over the phone have been unreliable since the change in ownership. It's frustrating trying to get answers and assistance in this situation.
Reported by GetHuman-ievadud on Tuesday, July 9, 2019 5:40 PM
I placed an order for travel items scheduled for delivery on Thursday, August 1st. Despite an unsuccessful delivery attempt on Saturday, July 28th, and rescheduling for delivery today, July 30th, the package has not arrived. The latest tracking update indicates that the local courier missed the delivery today but will try again tomorrow. Given my travel plans for August 1st, it is crucial that the items are delivered on July 31st. I have redirected the parcel to my neighbor at number 7 to receive it. Please assist in ensuring the delivery for tomorrow. The tracking numbers associated with the order are [redacted][redacted] and [redacted][redacted]. Thank you.
Reported by GetHuman3339052 on Tuesday, July 30, 2019 9:10 PM
I have encountered an issue with Hermes delivery service regarding my order with tracking number [redacted][redacted]. Despite providing clear guidance for delivery, the driver allegedly failed to deliver and did not attempt to contact me for a redelivery. I have raised this concern with customer service but have not received any notification for rescheduled delivery. I have requested an alternative courier for my deliveries due to consistent problems with Hermes. My address is 14 Gilmerton Station Road, EH17 8RZ, near Miller New Homes and the old Flogas building. I can be reached at [redacted]8, Marina. It would be beneficial for online retailers to inform customers about the courier service they use to manage expectations and possibly improve customer satisfaction.
Reported by GetHuman2904044 on Wednesday, July 31, 2019 9:00 AM
I placed an order for a Jack Wills large black fine knit cotton jumper with order reference HOF[redacted][redacted] and confirmation reference [redacted][redacted] on 10/08/[redacted]. I received an email confirming the order was received, and another email from customer care on 14/08/[redacted] confirming it was with Hermes for delivery. Despite paying for Wednesday delivery, the item has not arrived. Tracking attempts have been unsuccessful, and my order does not appear in the order history. This was a birthday gift needed today, and I am disappointed with the service. Can you please investigate the missing item and provide an update on its location promptly?
Reported by GetHuman-suethorn on Friday, August 16, 2019 8:17 AM
I ordered a White Ralph Lauren shirt on 1/10/[redacted] from House of Fraser, with order ref HOF[redacted][redacted]. The order was dispatched, and the courier was supposed to collect it the next day for next day delivery. The courier, Alex, was scheduled to deliver the item between 1-3pm on 2/10/19. However, the parcel did not arrive by 3.55pm. I received an email stating a delay due to an incident in the area, and the tracking code is [redacted][redacted]. The parcel was said to have been returned, but I have not received any updates even after emailing myHermes. The payment was deducted promptly from my husband's account. I'm considering seeking a refund from the bank as I haven't made any progress. Aimee B. from Sheffield.
Reported by GetHuman-atym on Tuesday, October 8, 2019 1:10 PM
I am dissatisfied with my recent order from your store. I purchased three items that were supposed to be in stock and paid a £4.95 delivery fee to the store. However, after confirming availability, I received an email stating that only one item is in stock. I would not have paid the delivery fee for just one item. This situation has occurred to me before, and I now feel deceived. If I had been aware of this issue before placing my order, I would not have proceeded with the purchase.
Reported by GetHuman3733822 on Wednesday, October 9, 2019 5:59 PM
Dear House of Fraser, I recently placed an order online for 8 items, all stated to be in stock. Today, upon receiving my parcel, I noticed that only 6 items were included. The trousers and advent candle are missing. I am disappointed by the lack of communication about this change and the missing items. I am looking forward to your resolution of this matter.
Reported by GetHuman-lvcroft on Wednesday, October 9, 2019 6:05 PM
Subject: Issue with Online Order and Pricing I recently placed an order (HOF [redacted][redacted]) with your company but encountered an issue with the pricing. Despite adding items to my basket during a 20% off promotion a few days ago, I was charged full price when I checked out last night. I promptly reached out to your live chat support, who explained that the offer had ended prior to my purchase. However, my online basket did not reflect this change, leading to my unintended full-price order. I attempted to cancel the order within 12 hours of placing it, but was informed that the process was already underway. I was advised to wait for an email confirming shipment to contact you again in an attempt to halt the delivery. I am disappointed by this inconvenience and respectfully request that my order be canceled immediately, ensuring it does not proceed to the courier. I kindly ask for a full refund for this order. Thank you for your attention to this matter. Sincerely, Louisa W. 36 Askham Fields Lane Askham Bryan York YO23 3PS
Reported by GetHuman-loyweeks on Wednesday, October 30, 2019 12:19 PM
Dear Sir/Madam, I am writing to report an issue with my recent online order. Unfortunately, I did not receive my complete order, and there were no paperwork included in the parcel. Four items were missing from my order: 1. Button Up Ruched Sleeve Blazer Black size 8 2. Firetrap Down Parka Black size 8 (XS) 3. Souical Chad Jacket Navy/Burgundy size Large 4. Penguin Merino Bucket Weave Crew Neck Charcoal size Large. I am eager to know when I can expect to receive these missing items. It has been challenging to identify which items are missing due to the absence of paperwork. Your prompt attention to this matter would be greatly appreciated. I seek a swift resolution to receive my missing items promptly. I await your response, and please reply to my provided email address for further communication. Yours sincerely, Abdul Wahab
Reported by GetHuman-szilviaw on Sunday, November 3, 2019 2:48 PM
Regarding House of Fraser order HOF[redacted][redacted], I am following up on my previous message with a continuing issue. Despite being notified that 4 items were removed from my order after an initial confirmation of the entire order being dispatched, confusion arises. I seek clarification on when the reimbursement for the 4 items will be processed as the total amount was deducted from my account. Urgent information is necessary regarding the whereabouts of the remaining order and the refund timeline. Your prompt response is greatly appreciated. Thank you. Regards, T.B.
Reported by GetHuman3956949 on Thursday, November 21, 2019 7:41 PM
To the concerned party, I have noticed a charge of €[redacted] on my PayPal account for the item listed below, which exceeds the originally quoted amount that I agreed to pay. I am disappointed with this unexpected additional charge. I kindly request that this matter be corrected promptly. Best regards, Laura Sent from my Samsung Galaxy smartphone.
Reported by GetHuman-holllaur on Friday, November 22, 2019 7:57 PM

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