House of Fraser Reviews Summary

Customer Service

Pros:

• "Came to buy some new makeup today - Went to the NARS counter and Louise was so helpful and attentive."
• "After searching a couple of local towns for an occasion dress, I went to Frasers at Rushden Lakes...we were well assisted by the excellent staff."
• "Staff are very polite and helpful with a smile. The lady on the fitting rooms was very thorough helping my daughter find her Prom dress."
• "I was very impressed by the Lady who served me today on the Guerlain counter...I would not hesitate to recommend her."
• "Love this place...Friendly helpful staff wheelchair accessibility and parking right outside."
• "My daughter and myself visited today, & I can not tell you how lovely and helpful the security lady was."
• "Fantastic good old school department store with everything you need under one roof...excellent shop."
• "Went into Frasers today to buy a new foundation...Natalia who works at the beauty counters...really made me feel comfortable."

Cons:

• "The staff downstairs weren't very attentive with the majority engrossed in conversation with their colleagues."
• "The lady in [the furniture] department was just standing there not approaching anybody."
• "Terrible customer service. I tried to return damaged garments...to be told that the damage was acceptable by the store manager."
• "Please train your staff in Customer Service. Every time I've been in here, the staff would rather speak to each other."
• "Shocking service! For the designer items you sell I would expect a better experience."
• "Terrible service experience yesterday evening at the downstairs till...employees were chatting using inappropriate language."
• "Went to find the restaurant...It was, only it closed in December. It would have been useful to have been informed of that."
• "DREADFUL....... Visited the store 27/12/2020 COVID 19 precautions poor...lots of young people either walking around with no face masks."

Refund Policy

Pros:

• "Interesting that if you order online you can get a refund back to your bank account?"

Cons:

• "Be aware!! You cannot return items and get your money back!!!! Credit notes only."
• "It should be said to every single customer every time they go to a till before they go through with a purchase."
• "Simply telling me ‘oh it’s been our policy for 4 years’ is not good enough, I never go to this store and I don’t live local to it."
• "The store does not offer refunds only exchange or store credit. This was not made clear at the time of purchase."
• "Absolutely disgusting customer service! Very rude staff...Leaving me to have to rebuy again."
• "Bunch of scamming thieves. Avoid like the plague. Their business practices are illegal regarding refunds."
• "Terrible customer service...I tried to return damaged garments caused by their security tags to be told that the damage was acceptable."
• "Never been here before...I went shopping there, with my nieces...We were accused of shoplifting a ring (after we had purchased the handbag)."

Product Quality

Pros:

• "All the staff are fantastic. The place was over hygienic everything in its right place even for your eager OCD fanatics."

Cons:

• "Just tried to return a faulty pair of Adidas trainers that keep having the velcro come undone causing my 3 year old to fall over."
• "She purchased a pair of trainers and changed her mind immediately...the soles of the trainers looked like it was badly glued together."
• "Brought Radley handbag from Rushden branch which had developed a fault. Branch told me to go online to sort out."
• "Got my bag from there last time...the price on the price tag was 339 totally different from when I went to pay."
• "The actual Shop act like it’s a separate Shop and won’t offer to help you when you ask them anything."
• "I ordered two products and paid for next day shipping. They sent only one item and told me the other item is out of stock."
• "Basic hotel accommodation, lack of sanitising stations upon entry, lack hygiene cleaning, bathroom was marks up walls n floors disgusting."
• "Large store and the staff a very helpful. Many due to the renovations instore but the offer seemed to be really limited."

Store Layout and Accessibility

Pros:

• "There are escalators and a lift which is good."
• "The store was clean but the painfully obvious disparity between upstairs and downstairs is unforgivable."
• "One of the brightest lightest house of Fraser stores I've been in. Good wheelchair access great disabled toilet very clean."

Cons:

• "The furniture section is so small it beggars belief."
• "These department stores are a complete nightmare when you're looking for a particular item."
• "Also this store has an access issue which could be extremely dangerous in the event of an emergency."
• "Hard to find a till that is staffed, only changing rooms are upstairs so you have to take women's clothing upstairs."
• "Went to find the restaurant. Signs told us it was on the 1st floor. It was, only it closed in December."
• "Parking was very organised even though it was busy with Christmas shoppers. Only disappointed was that there doesn't appear to be any disabled parking spaces."
• "The shop planners haven't thought this out properly in terms of location and space planning. For such a big shopping area it was rather quiet."
• "I find out of all the stores at RL this is not good. Its a very unwelcoming shop to enter."

Price and Value

Pros:

• "Xmas lights were on sale 3 weeks before Xmas and half price of the discount store."
• "After searching a couple of local towns for an occasion dress, I went to Frasers...Ended up buying 2 dresses as the value was as good as the factory shops."
• "Very busy. Loads of parking but finding a parking space is fun. Everything to pamper yourself under one building...What I bought was in the sale. I still thought it was a little expensive but the assistant gave me another 10 percent off."
• "Wow wow wow what more can I say. All the staff are fantastic...We came out smelling beautiful and with some new threads (clothing) all 70% off in the winter sales."

Cons:

• "How can downstairs be so lovely with very expensive clothes and footwear only for the polar opposite on the floor above."
• "Items on offer are overpriced despite black Friday sale being in place. Flannels also is hilariously overpriced. Avoid!"
• "You enter through the overly smelly perfume section bound to set off your allergies, it's not easy to work out where you need to go for different things and modern Fraser's is a poor replicant of a proper department store."
• "A very nice place to spend money, providing you have lots of money, as it's quite pricey in here."
• "Terrible customer service! Awful! It’s like they don’t want your money."
• "It’s nice, it’s pleasant, it’s.....House of Fraser....I’m quite certain it doesn’t have to be quite so expensive surely?"
• "Went in with my friend for lunch upstairs. The heating was off, but it was OK. The food was amazing. When we went round the beauty counters looking for mascara and eyebrow stuff, there was an atmosphere amongst the staff."
• "Good quality clothing. Very expensive. I had some vouchers I won at work to spend otherwise would not be in this store."