House of Fraser Reviews Summary

Customer Service

Pros:

• "The staff were very helpful and patient in checking the ingredients for my drink when I requested a dairy free milkshake."
• "Over the years, I have spent a lot of hard earned pennies here and I find that the staff is both friendly and knowledgeable."
• "Lovely Blonde Lady working on YSL in bluewater HoF, so helpful!"
• "Lost my receipt but called HofF Customer Service who were ver helpful. They found it and I collected it from the offices."
• "Great Staff and great deals are always available."
• "The store has staff from Sony, Samsung etc, who walk the floor to give advice."
• "A big thank you to Sally. She went above and beyond in assisting me with finding and purchasing Dolce & Gabbana perfumes as a gift."

Cons:

• "I’ve seen how biased and untrained security personnel treat minorities in this establishment. Tackle first, ask questions later (if you’re black). Completely abhorrent behavior."
• "Absolutely shocking customer service, sadly it was at the Dior concession where the sales lady... just walked away mid sale to deal with another customer."
• "Terrible customer service, staff clearly hate working there…BEWARE STORE DOES NOT OFFER REFUNDS…seems like House of Fraser is going under and will be no great loss to the high street."
• "In some areas, staff stood huddled together talking, not taking much notice of any one else around them. I can't say any of them looked happy to be there."
• "If you want to find rude staff! That will just talk rather then work and ignore you, head to the store and go straight to women’s clothing! Rudest and most unhelpful staff ever found Saturday 16th June 2018."
• "Rude and arrogant staff at this Bluewater branch, will not be going back!"
• "Customer service was really poor. Asked if they had a cologne called Layton form parfums de marly. They looked at me as if I wasn't speaking English."

Store Layout & Accessibility

Pros:

• "Fairly large shop, one of the 'big sitters' in Bluewater."
• "Free easy parking. Straight into the shopping centre through this place my preferred place to park and enter."
• "Shopped here looking for a firm pillow. Found just what I needed at a bargain price."
• "Great place to pick up unusual pressies has a lot of different products across the range from perfume cloths bedlinen cookware to furniture and electricals love visiting this shop."

Cons:

• "Chaotic organisation. No clear signs to show you where to go to collect items."
• "It was hard to find my way around. Fitting rooms were not sign posted."
• "Jumble Sale! Can't find anything your looking for and, when you do stumble on the tight department, there aren't any staff."
• "The home area is tiny compared to the old Oxford Street store which I learnt yesterday has vanished."
• "House of Fraser has completely sealed off the ground floor direct entrance to Tesla supercharger car park."
• "Starting to look like a discount store the way everything is laid out. Used to be a nice peaceful place to go in for what you need and leave, now you've got to hunt."
• "The low ceilings make for a hot, perfume dense shopping experience and it is arranged fairly erratically with departments bleeding into others."

Product Availability & Pricing

Pros:

• "I love this department store. Has a great range of concessions - even though this a small store, you can usually find exactly what you are after."
• "Genuine sales several times a year."
• "Good homeware department and they often have discounts."

Cons:

• "They don't have a lot in stock. Like branded items Hilfiger, they only have few items."
• "Disappointing store, doesn't really seem to have much of anything in it, and the product quality and range has certainly gone downhill over the last few years."
• "Went to Bluewater today as sales were on, I found the prices higher in the sales than if I went elsewhere."
• "Mike Ashley has moved House of Fraser backwards. Higher prices for no gain in quality."
• "Really gone down hill since sports direct have taken over. Needs to be renamed sport of fraser or house of direct. Its just an expensive sports direct no point shopping in there."
• "This shop used to be good now filled with Poor quality stock from sports direct - refund policy is they give you credit note like sports direct, delivery to store is 5 pound - giving up on this one."
• "Unfortunately House of Fraser now looks like a TK Maxx not very good products and they're thrown all over the store on different rails could do a lot better."

Return & Refund Policy

Pros:

• "WELL DONE HOUSE OF FRASER FOR GOOD CUSTOMER SERVICE."
• "Return of Christmas present, but I had gone pass the date and the manager put money on the gift card, both staff and manager pleasant manner clean store happy helpful staff."

Cons:

• "***BE AWARE***: No refunds at House of Fraser if you decide to return your items!! Only exchange or credit note!! New policy !!"
• "Don't accept online returns. If you want to get your money back you need to post it and pay for it."
• "Love HOF. But I fear they will be the next giant to go. Won't buy online again. As it costs £4.99 to deliver and £4.99 to return."
• "Great buy and offers, but the downside is that you get credit for refunds and not the actual cash back."
• "They dont price match anymore but worse is that even when the price is wrong they dont adjust it at the till, false advertising. They also dont refund at all, even within 14 days."
• "Can only get refund on shirt and credit note on other bits, they are just conning thieves here, no customer service, avoid at all costs."
• "Very misleading refund policy. This is the only chain I know in the UK not offering refund."