House of Fraser Customer Service Issues

I need assistance with canceling an order I placed through Lyst and Paypal last night. I am unable to pick it up in London and the provided telephone numbers are not working to stop the delivery. The order has not been dispatched yet, but I want to cancel it before it's sent to Chelsea click and collect. I will attempt to cancel through Paypal, but I cannot physically go to London to collect it. Please ensure it is not sent out. Thank you. Order Confirmation: Dear F. Robertson, Thank you for your order from House of Fraser. Order Reference: HOF[redacted][redacted]

I recently purchased a defective item at the Oxford Street store on 03/12/19, spending £[redacted].60. Despite being in the store and not having left yet, I was informed that I couldn't receive a refund. This experience has left me disappointed in House of Fraser. It feels like the company is focused on taking rather than giving back to customers, making us feel undervalued and unappreciated. This level of service is unacceptable. Sincerely, A loyal customer

Hi, I would like to address an issue with an order I placed on 30/11/[redacted] for slippers and a bathrobe. I received an email stating the slippers were out of stock, which is fine as no payment was taken. However, I never received a confirmation email for the bathrobe, even though payment has been processed for it. The amount is £26.99. I did not receive an order number for the bathrobe, and I have tried to request a refund due to the lack of communication and uncertainty of delivery. Can you please assist me with processing a refund to my account for the bathrobe? Thank you, Sioban P.

I purchased 3 tote umbrellas online from House of Fraser and received a confirmation email on 27/11/19 with order number HOF[redacted][redacted]. The courier assigned is Hermes, with consignment number [redacted][redacted]. I am awaiting an email from Hermes for delivery details but have not received one. Attempts to contact Hermes by phone have been unsuccessful due to technical difficulties. I am unable to reach House of Fraser for assistance. Being a 73-year-old pensioner, I am not very computer-savvy. Any guidance on resolving this matter and receiving my order would be greatly appreciated.

I recently placed an order with House of Fraser for a bag that Hermes tried to deliver yesterday when I was away. Upon my return, I discovered that the parcel, which was left in the communal area and photographed by Hermes, had been stolen. Unfortunately, I did not physically receive the delivery. I have been unable to find a way to contact Hermes on their website to address this issue. Since House of Fraser contracts with Hermes for deliveries, I believe there is a responsibility to assist me in resolving this matter. Moreover, I never instructed Hermes to leave the parcel in the communal area if I was not present.

I am writing about my order ID: APPHOF[redacted][redacted] under the name of Marwa Elnahass. I placed the order on November 29th, but I have only received part of it so far. The tracking information indicates that the rest of the order is with the courier but delayed without a confirmed delivery date. I find this situation highly inconvenient, especially as I am currently traveling. I urgently need to receive the complete order before December 13th. I would appreciate it if you could address this matter promptly. Thank you.

I received order ref No [redacted] with product code [redacted]/93/[redacted] delivered, but the box corners were crushed making it unsuitable as a gift. Additionally, the product with code AF3756/00/[redacted] did not arrive alongside the damaged items without any prior notification about it being shipped separately. These items were intended as gifts, and I am eager to understand the status of the missing product. I have encountered difficulties reaching out via phone and would appreciate a phone call to address this matter due to my limited experience with written communication. Kind regards, M. Battes

I placed an order on November 30th at the store and was initially told I'd get it by December 6th. Then I was notified it would arrive on December 9th, but it's now passed and I still haven't received it. I just spoke with DPD customer service, and they mentioned they never received the package, so they couldn't deliver it. They advised me to contact the store directly. If I don't receive my order by tomorrow, I would like a refund. I urgently need the shoes and made the purchase based on the inaccurate delivery promises that it would arrive promptly. Order tracking number: [redacted][redacted] Thank you, D.

House of Fraser Voucher Issue Hello, I am seeking assistance with a situation regarding House of Fraser vouchers I received 14 years ago as wedding gifts. While moving houses, I recently discovered the vouchers had expired. The total value of these now expired vouchers is £[redacted]. I am reaching out to inquire if there is any course of action to allow me to redeem them at a House of Fraser store. I am disappointed by this turn of events, as the vouchers were a cherished gift from our wedding guests. I would greatly appreciate it if you could provide any assistance or guidance on this matter. Thank you, Mrs. V Patel

I placed an order with your company on 9/12 under order number HOF[redacted][redacted] for Ralph Lauren polo joggers and 2 other items. Instead, I received a Ralph Lauren polo top. The product code on the tag of the top I received matches the bottoms I ordered ([redacted]). Could you please investigate this issue and send me the correct joggers promptly? I kindly request that the package be double-checked for accuracy before dispatch. Additionally, I would appreciate a prepaid postage label as I shouldn't cover the return shipping costs. Thank you.

I placed an order for a grey Calvin Klein hoodie. I got an email indicating it was out of stock, so I ordered a black one instead. Recently, I received another email stating the grey one is now available. However, since I already placed an order for the black one, I would like to cancel it. The order number is [redacted]. My name is Ann Swaine, and my email is [redacted] These orders were placed a few hours ago. I am unable to locate an option to cancel the black order online. Can you assist me with canceling it?

I purchased a Ted Baker Pernela Pendant for my sister's birthday gift three days ago and opted for next-day delivery since her birthday is on December 13th. However, the item has not arrived yet. My order reference number is HOF[redacted]94. I am disappointed with the service as I paid £6.99 for delivery and the product did not arrive within the promised time frame. I request a refund for the delivery charge. Additionally, I need to change the delivery address to 35 Bridle Road, Maidenhead, Berkshire, SL6 7RU, as I will be leaving my university house tomorrow. The website did not save my login information, even though it was my first purchase, leading to login issues. Furthermore, the provided customer service phone number (0[redacted]) seems to be incorrect. This experience has made me hesitant to shop at House of Fraser's online store in the future.

I placed an order for a Christmas tree more than a week ago, but I am frustrated because the delivery updates indicated that it would arrive on a specific day for the past three days, and it hasn't shown up yet. I have two young boys eagerly waiting for the tree, and seeing them upset is not easy. I would appreciate some information on the status of my tree delivery as this situation is quite disappointing.

My reference number is: HOF[redacted][redacted]. My Hermes tracking number is: [redacted][redacted]. I received an email from Hermes stating my order was delivered and signed for at 20:55 on 12 Dec. Despite being at home, no one rang the bell. Upon checking, there was no package at my front door, and none of my neighbors accepted it on my behalf. This is the second time this has occurred with Hermes, as with Topshop last week. After speaking with Topshop, it was revealed that the package was not actually delivered but arrived the following day. As it is impossible to contact a human at Hermes, I request assistance in locating my parcel or obtaining a refund. My frustration with Hermes has reached its limit, and I believe House of Fraser should be informed of these deceptive practices.

I have reached out via email previously and was recommended to utilize the chat feature for a quicker resolution. However, I am unable to find the chat option. I recently received an order (HOF[redacted][redacted]) for one pair of FireTrap ankle boots in size 7, but the box contained two different sizes - 7 for the left foot and 6 for the right foot, with significant damage to the box. Considering the situation, I am requesting a refund. If I need to return the items, I would appreciate reimbursement for the shipping costs. Alternatively, if possible, issuing a full refund directly through the store would be more convenient for me. I have already purchased the same pair elsewhere due to urgency. Kindly provide guidance on resolving this matter. Thank you, C. Lindahl

Order No. HOF[redacted][redacted] for the Jack Wolfskin gilet I placed this order recently and today I saw that it was cancelled without any explanation. It's possible you've emailed me, but my account still shows my old email address ([redacted]), which I no longer use. When I try to update it to my new email ([redacted]), the field is greyed out and I can't change it. Please clarify the status of my order and provide guidance on updating my email on the account. Thanks, Kerry K. Flat 11 The Oaks, Millholm Rd, Glasgow G44 3YQ

Dear Customer Care, I recently placed order no. HOF4OOOOO[redacted]6. Upon receiving your confirmation email, I noticed that I mistakenly selected the wrong size for one item. I require an x large size instead of the 2x large for the EA7 Bubble Hooded Logo Coat. Could you kindly update this size before dispatching the order? Thank you for your assistance. Sincerely, Chukwuma Onyewuchi

I made a purchase last week, and the amount was deducted from my bank account on December 12th. However, I have not received any communication or confirmation regarding my order. The reference number for this order is HOF 40[redacted]5. Could you kindly investigate this matter promptly and provide me with an update on the status of my order? You can reach me at [redacted] Thank you.

I placed an order that I have yet to receive. On Saturday the 14th, the delivery was attempted and partially placed through the letterbox. However, when I returned on Sunday the 15th, it was missing. After reviewing the delivery photo, I was appalled by the careless way it was left sticking out of the letterbox, especially since I did not authorize this delivery method. I have already reached out to the police regarding this matter. I urgently request a response by the end of today as this order is not just worth £65, but it is also a Christmas gift for my son.

I placed an order on December 18th and paid £6.99 for next-day delivery. Unfortunately, I received an email stating that one of the items is out of stock after my order was processed. I am quite upset as the main reason I made the order was for that specific item, and I believe I should have been informed earlier to decide whether to cancel the order. It is disappointing to receive the other two smaller items without the main one I wanted. I am requesting the cancellation of my order and a full refund promptly. Please do not send the remaining items, as I will return them at your expense. The reference order number is HOF[redacted][redacted]. Thank you. - Y. McDonald