House of Fraser Reviews Summary

Customer Service

Pros:

• "Gentlemen taking care of my exchange took all the time and effort to find my receipt in their system based on my bank statement only as a proof of purchase."
• "Hiba excelled in customer service I was looking for a top for my husband."
• "Chole the Floor Manager is very nice and brilliant. She helped me to deal with the wrong item which I picked here at the click and collect of houseoffraser.com, actually a different company from this department store, has done a mess. Chole has done the extra works of the according return + refund issue efficiently for me. Thank you very much Chole!"
• "I would like to say thank you for the fantastic staff member that handled the issue with my watch with highly professional and polite manner and helped me to solve the problem extremely quickly."
• "Ordered some leather sandals on line.Went to collect them and was served by a very pleasant guy called Dennis or Denis."
• "I was in house of frazer Croydon yesterday looking for a new backpack and a member of staff named shyanne gave me excellent Customers service."
• "Farah in Cosmetics (Lancomè) is 5 star, amazingly helpful & always advices best buys & current special offers."

Cons:

• "Extremely unprofessional. Rude HOF receptionist/staff that are answering phone."
• "Useless staff just standing around… no help at all no sizes no refunds a waisted journey if you need help for sizes they will not help they just say go online."
• "Customer service are very poor, I would like exchange my broken belt what I buy week ago and they told me is not possible because I’m broke this belt it’s a joke I spend £90 use them twice and I now I can’t used anymore, definitely I never come again."
• "Horrible customer service. I made my way to pay point where were 4 staff members behind the till. All of them were talking to each other and purposely ignored me."
• "The lady manager of the men’s clothing department is horrid and so rude."
• "The customer service very bad and rude, they are not interested in helping the customer, they gossip in front of you, they are very disrespectful."
• "Absolutely awful customer service, especially the manager, she checked it for half a second and rejected it and was completely dismissive of me."

Online Shopping Experience

Pros:

• "Good quality clothes, I'm always happy with everything I buy here, the sales are really good too."
• "They are currently doing some amazing sales. I got a Ted Baker cardigan that was worth £119 for £59."
• "Easy to buy online and got the vouchers fast."

Cons:

• "I ordered couple of trousers almost 2 months ago and have not received the order as yet."
• "TERRIBLE ONLINE SERVICE. I bought something online and opted for collection in store. Regular postage is £4.99 which is miles more than similar retails, it is also £4.99 to collect in store they offer you a £5 voucher to spend in store which compensates your postage."
• "I placed an online order over a week ago and paid for delivery at £4.99 which I find white steep."
• "Ordered a product, and it was not even attempted at delivery to me."
• "Customer service online has been really disappointing."
• "Christmas free return NOT including online shopping."
• "All the staff are sending automated replies without really reading the communication thread."

Store Atmosphere and Layout

Pros:

• "I actually love this place, house of Fraser is currently keeping Croydon shopping centre together. Very good variety but I have noticed short staffs recently."
• "Downstairs a bit hidden in a corner is a huge clearance section - loads of women's occasion dresses."
• "It's a large store that is clean and well presented."
• "The Croydon House of Fraser is surprisingly big, there are three floors."
• "House of Fraser still gives you that Christmas feeling year in and year out."

Cons:

• "This place has seriously gone down hill in recent years, it no longer has the glow or the association of a premium store and has began to feel like a slightly better version of Debenhams."
• "It looked like a store that's closing down."
• "It was sad to see empty counters and areas with less than attractive goods."
• "It's was like a ghost 👻 town, not 1 member of staff approached me or even acknowledge me."
• "With no atmosphere a rather depressing experience."
• "The womenswear department is messy, sadly can't see this store staying open."
• "So sad to see this store so empty of both customers & goods, especially the Lingerie Dept!!"

Product Quality and Selection

Pros:

• "Fabulous clothes. You pay more but the quality is there."
• "Has all the stuff you would want in a high-end department store and it's fairly easy to get to..."
• "As well as having three floors, there were so many brands of clothes as well as perfumery and make up."
• "Always some kind of sale going on so you can easily pick up a bargain if you're not too difficult."
• "A gem in that is becoming a during shopping centre. House of Fraser is probably the last place in Croydon you can get designer clothes from."

Cons:

• "Purchased a Whistles jumper from HOF Croydon and discovered a hole, I went back to the store to exchange it and was told by the duty manager Tania, that as it was over 28 days since I purchased it she could not authorise a refund or exchange."
• "Had bought a pair of shorts..too small and I did not have receipt they would not even exchange them even thought they could tell by the label I bought them from House of Fraser..big store like that. Shame."
• "Disappointed by lack of stock in kitchen department."
• "The last 2 visits to store I’ve had the same experience... they said it’s not on sale."
• "Went there today to exchange my Boss trainers I bought last month as one of them fell apart."

Staff and Management

Pros:

• "Jenny (I think), a department manager of the Croydon store was so kind to me."
• "The lady assistant sold me a pair of Cavela sandles, she was so helpful and friendly and they were in the sale so a perfect day."
• "Very Helpful staff, and some good bargains to be had but let down by grotty changing rooms with worn through carpets."

Cons:

• "Love HOF and products, however every time I shop here in particular shoe dept or ladies fashion, the staff are really unprofessional."
• "Rude members of teenage staff!!!"
• "Not quite the shop it once was when I visited immediately after Christmas and certainly not as good as the Guildford store."
• "The personnel in the Womens footwear section is very rude."
• "Staff is extremely rude!!! Manager accused me of changing price tags on item I wanted to purchase."
• "The customer at the jewellery selection at 4 30 pm was very rude and unprofessional."
• "The personnel in the Womens footwear section is very rude."

Price and Value

Pros:

• "Business as usual and prices are very competitive compared to other shops."
• "Still a great shop, especially if you don't like shopping all day."