House of Fraser Customer Service Issues

I recently placed an order for two Ralph Lauren t-shirts, one in ink and one in black. However, I received two t-shirts in ink with black labels covering the original packaging. The items arrived in a ripped bag with a black label attached to the t-shirt as well. I paid £5.00 for delivery and am frustrated that I may have to cover the cost of returning the incorrect item and paying for postage again for an exchange. One of the t-shirts fits perfectly, but the customer service experience has been disappointing. I have spent close to £[redacted].00 on this order, and this situation has discouraged me from shopping with your company in the future.

I placed an order with HOF on December 16th and opted for next-day delivery, paying a total of £[redacted].99. The order number is HOF[redacted][redacted]. Hermes sent a text on December 17th stating the parcel was delivered at 5:07 pm to Richard Pitt-Brooke without a signature or delivery card. However, the parcel is nowhere to be found, even though our regular Hermes courier is familiar with our address. It seems many others in our village also experienced non-deliveries that day. Despite numerous attempts through web chat, neither Hermes nor HOF has provided an explanation for the failed delivery, directing us back to the retailer. We are eager to know when we can expect the delivery or a refund.

I ordered a men's Armani wallet on December 17, [redacted], but I haven't received an email confirmation or an order number for it. £49.99 has been debited from my bank account for this purchase. I am concerned if the item will arrive before Christmas. My address is 20 Anglesey Court Road, Carshalton, SM5 3HZ. You can reach me at [redacted]5. Thank you, Mrs. A Manning. Please, get in touch with me as soon as possible.

Hello, I picked up order HOF[redacted][redacted] on December 7th through click and collect. Unfortunately, I did not receive my £10 voucher at the time. I returned to the store on December 8th to inquire about the voucher, and I was informed that I should have received it during my previous visit. The staff member took my details as customer services were closed on the weekend. I have not had a chance to follow up on this matter yet due to my full-time job. If possible, I would appreciate it if the voucher could be sent to me via email as I intended to use it for my son's Christmas gift. Thank you and kind regards, Elizabeth McLardie.

I made a purchase on Friday and paid for next day delivery to ensure it arrives by Christmas. I received an email on the following day stating that my order was shipped with a Hermes tracking number. However, the tracking information shows "incorrect depot," with no further updates. I haven't had any contact or updates on my delivery. I paid for a service that I have not received, and I am anxious about receiving my items in time for Christmas, if at all. I attempted to contact them via email, but only received an automated response with the same tracking information. I replied to the email but have not heard back. Additionally, I tried calling the provided telephone numbers, but none of them are working.

Hello, I recently received an order for a 7ft pre-lit Whistler tree, but instead, a 6ft Glenshee spruce tree was sent to me. I was charged £[redacted].00 for the incorrect item. I am disappointed and would like to return it without having to cover the postage costs, considering the error was not on my end. Unfortunately, it is too late for a replacement to arrive in time for Christmas. Please advise on how to proceed with this unwanted tree. Thank you, Lesley Gray

I recently received an email stating that my order was delivered and signed for on Saturday at my address. However, I have not received the package, and it claims to have been signed for by someone at my address. I am very frustrated as this was a Christmas gift that I need urgently. Please investigate this matter promptly. Additionally, I believe it is necessary for your company to reconsider your choice of courier. Thank you, Tiffany Parcel Tracking No: [redacted][redacted]

Hello, I recently ordered two items with next day delivery, but only one has arrived. After being notified that the other item was out of stock, I reordered it in a different color. Despite paying an additional £6.99 for next day delivery, the second item has not arrived. My email shows the order as processed but not collected. With Christmas just around the corner and my work schedule, I urgently need to know the status of this order and if it will be delivered before Christmas. Please get in touch with me as soon as possible. Thank you, Daniella C. 9 Oaklands Way Wallington Surrey SM69RR

Regarding my previous message about the non-delivery of my order, I am unable to make progress as I have not provided the store information. Since I made the purchase online, there is no physical store involved. I have been instructed to contact by phone, but the number provided has been unresponsive and states it does not exist. If I do not receive any response after the holiday period, I plan to visit the nearest store approximately 20 miles away to address this issue in person. This situation is extremely disappointing. - R. Rawlings Email: [redacted] Phone: 01[redacted]43

Hello, I recently received an email confirming the dispatch of my order HOF[redacted][redacted], scheduled for delivery today between 10 am and 12 pm. However, upon delivery, three essential items were missing from the shipment. These items are crucial for an event tomorrow. The order was placed on December 22nd with next-day delivery for £6.99, but unfortunately, it did not arrive as promised. I have patiently waited for the delivery, but given the urgency of the situation, I urgently need these items as family members are visiting and departing on Boxing Day. I kindly request a prompt and honest response via email regarding the status of my order delivery today. Thank you for your assistance. Best regards, M. Smalley

I am having trouble tracking an order marked as delivered. Despite being home on both expected delivery dates, I found it marked as delivered without receiving it. The signature is for 'Sam,' even though I am the only adult present, and my name is not Sam. It seems the package may have been delivered to the wrong address. I contacted House of Fraser via email, but have not received a response regarding my online complaint.

I placed an order for 2 Touche Eclat items totaling £26, and paid £6.99 for next-day delivery, making the total charge £50.99. I received an email stating the Touche Eclat was not available, so I requested to cancel the order as I did not want to pay £7 for delivery of a thong and mascara totaling £27. The next-day delivery took 3 days. The full charge of £50.99 was taken, and I received the thong only, not the mascara. Additionally, on December 23rd, another £31.99 was debited from my account under the same order number to HOF. Altogether, you have taken a total of £56.98 for items I have not received. I consider this to be theft and demand a refund.

I recently purchased a pair of men's trousers as a gift and attempted to return them with the gift receipt. To my disappointment, I was only offered a store voucher as a refund, which was not communicated to me during the original purchase. The employee I interacted with was unprofessional, chewing gum and becoming agitated with another customer over a mislabeled item on the sale rack. It is disappointing that House of Fraser does not maintain higher hiring standards. Despite this experience, I plan to return the trousers with the receipt, although this has caused me significant inconvenience and travel time. After being a loyal customer for over 30 years, I am greatly disappointed and will no longer be shopping at this store.

I have made several attempts to reach out, sending numerous emails, but have yet to receive any response. I placed an order for a purse on December 17th with the promise of next-day delivery "guaranteed before Christmas." Despite getting an initial email confirming processing and pickup by the courier Hermes, there have been no further updates. The tracking information still shows "order placed." The lack of communication and delayed delivery is extremely disappointing. I simply wish to have my funds refunded.

I have not yet received confirmation regarding a purchase I made for a Hugo Boss Dain Mac online. I placed the order on Christmas day because the one I had bought for my husband earlier was too small. Although the amount has been credited to my credit card, I am concerned as I have not received any confirmation of the purchase. I really want to make sure I get this item, so if the order was not processed, I would like to know to purchase another one while it's still available. Please advise me on this matter promptly. Thank you, Carol Todd.

I made an online order on December 17th, and Hermes was supposed to deliver it on the 24th but didn't. I received an update stating the delivery would be on the 27th, but it didn't arrive. The next update indicated the 30th as the delivery date, but now Hermes says there is an issue with the order and advised me to contact House of Fraser. I also have a similar problem with a separate order placed on December 24th. Both orders have an issue, and Hermes instructed me to get in touch with HoF. If the orders cannot be delivered this week, I would like a full refund. The failed delivery on the 24th caused Christmas disruptions for us, as I could have gone out to buy alternative gifts but instead stayed in waiting for the delivery.

Hello, I placed an order with reference number HOF[redacted][redacted] on 12/27. Unfortunately, Hermes is having trouble locating my house for delivery. Despite spending a lot of time on live chat explaining that there should be no issue finding my property and providing them with a contact number for any difficulties, they still couldn't deliver. I receive parcels regularly, and Hermes is the only company that gives me problems. I would appreciate it if this could be resolved promptly. Thank you.

Today, my wife, daughter, and I visited your Meadowhall store. My wife selected a Radley handbag using Christmas money and a Meadowhall gift card she received from her workplace as a nurse. We anticipated a pleasant shopping experience. However, at the till, the staff member displayed rude behavior, especially when my wife tried to use the gift card for part of the payment. Despite it being a Meadowhall gift card, the staff member interrogated her about it. This incident has made my wife feel unable to fully enjoy her purchase, and we consider this the worst customer service we have encountered. We are curious to see how you plan to regain our trust in your brand. Sincerely, J. Smith.

I placed an order online last night, and despite receiving multiple notifications that my card wasn't accepted, I attempted with a different card only to encounter the same issue. Now, upon checking my bank account, I see that there are four pending payments for the order. One of the payments appears to be for a different amount, likely due to two items being out of stock during my last attempt. Surprisingly, when I log into my account on the website, it only shows one order in progress. I'm concerned about the additional money pending and am unsure if it will be refunded to me.

I reached out via email yesterday regarding a missing item from my recent order from House of Fraser. Unfortunately, since there isn't a direct contact number listed, I have not received a response yet. The ultra rich lipstick I was looking forward to has not arrived, and I am quite disappointed with the lack of customer service. Despite purchasing three items with next day delivery, the lipstick was missing without any notice. I'm unsure if it's on its way separately or if it was overlooked during packing. I'm aware it might be a busy period, but the service and communication have been subpar. Please confirm if the lipstick is available for next day delivery, which I paid for, or provide an immediate refund if it's out of stock. This experience has left me dissatisfied, and I may not consider shopping with House of Fraser in the future due to the lack of post-purchase support. Order number [redacted].