Caffe Nero - Plymouth House Of Fraser in Plymouth

Went in to return a shirt that didn't quite fit right, only to be told that I couldn't have a refund, only an exchange or credit note. When I queried it they said 'We're only required to offer two of three options; refund, exchange or credit note, and we offer exchange or credit note.' So nice they smugly admit that out of the three options they deliberately picked the two that were worst for the customer. Once I've spent the credit note, that'll be the last money Frasers gets from me. Honestly, it's the kind of slimy behaviour you expect from Sports Direct, but now it's taken over House of Fraser, which used to be premium and in keeping with its higher-end clothing. In fact the place now has Mike Ashley written all over it - it's tired, there's more sticky tape than flooring as you make your way through the store, and the top floor is so bleak it feels like something out of 28 Days Later... A sad, depressing running into the ground of the brand.

was trying on a ladies bag and was approached by a lady saying it’s a woman’s section and I needed to leave because it wasn’t my section. Well, I cannot guess if the fitting room is unisex as all other stores or not, because there absolutely no signals indicating it. I felt it was a homophonic the way I was treated, and also she said men’s section was upstairs. I use to shop at this store, but I’m not coming back anymore, completely ridiculous and unprepared employees

Hannah on Benefit makeup was incredibly helpful and knowledgeable on all the products.10stars for customer service and helping me choose suitable blusher, highlighter and mascara. Will certainly be returning soon and can recommend the products. Thank you Hannah

Empty, tired, shabby former shelll of a once bright, delightful, upmarket department store. Ladies toilets are stuck in the 1980's and are in dire need of a refurb. Some cubicles are out of order! The cafe was actually very pleasant and clean, with a good range of tasty food and drinks. Great views to look out on whilst eating lunch, but living off its glory days, which are fading fast! The large area next to the café was completely empty with chairs and tables dumped in the corner. No where was busy and the only people I saw were fellow diners, so maybe that is proping it up, money wise. Staff members were few and far between and I fear it won't be around much longer. It must be running at a loss. Sad to see it like this, but like,a lot of Plymouth residents who venture into town, I really don't need to shop there. I used to and I used to enjoy Xmas shopping, but it is slowly dying a slow death and sadly, I realise I am part of the problem.

Love this shops variety of clothes perfumes and cosmetics.

purchased an item 2 weeks ago that I need to return. Arrived today to return it and it's closed 😐

Great selection of goods. plenty of shopping ideas. Staff are nice

Very good selection and friendly staff

I had lunch in Dingles Restaurant, all very good, didn't do any shopping.

Gone down hill, more like fallen off a cliff.

Food hall good value for money. Massive baked potatoes very reasonably priced. Views over Royal Parade.

Nero’s is just the place to be on a cold windy day. Good merchandise throughout the store.

Great customer service when we visited Plymouth and 10 stars in the restaurant! - here the staff were friendly, helpful and offered help before we even needed it. Lovely staff ! 😊👍

Lovely coffee shop 5th floor and superb views of the centre

Needs to sort out the over charging price of a unused 2022 IPad. It’s £130 more than all the other stores that sells them.

Dad loved the Fish chips and peas afternoon special.

The store is half empty and the restaurant has a very poor selection of food and a shocking level a service

Looks like this is soon to close!

Shocking Customer Service - Avoid! Avoid! Avoid ! Brought a pair of shoes from them (over £400), shoes broke within a couple months of wearing them very lightly on occasions only. Was told to send back to store and they would repair/replace but i had to send back at my own cost. Packed the shoes securely and sent on a very expensive tracked delivery. Shoes arrived with them and House of Fraser simply shipped them straight back to me with no warning whatsoever. A couple days later after sending a very angry email i get a response to simply say we have decided this is not a manufacturing fault, even though it clearly was and has been verified as a manufacturing fault by several independent bodies. No remorse. No refund. No help. Just a horrible, We dont care about you attitude. No respect for their customers. I have been a lifelong customer of HOF but now take my business to alternatives such as John Lewis as this level of customer service is shocking !! Appalled.

Very helpful staff that are happy to help

Pleasant restaurant on top floor.

Breakfast was awful overdone bacon and sausages the manager was fussing over a bent baked bean pot

Ascending to floor 5 to visit the cafe the store appeared to be as you would expect but I didn't browse any items. The cafe however was way below expectations. On checking the menu, the prices particularly, I was already thinking perhaps I would not have a meal - on seeing the food in the hot counter my decision was confirmed as everything looked unappetising. We settled for drinks. The hot chocolate, prepared with little care or attention was drinkable which is more than could be said for the coffee which sat unfinished. And then the surroundings - what's going on? A great big open area of the store at one end near where we sat that was being used as an overspill children's play area from the kids zone? Quality and atmosphere both an unpleasant surprise.

Dingles is looking extremely tired, dated and very badly needs a make over especially the ladies toilet which is awful with two broken cubicles and smells terrible. Who ever owns this store now needs to feel ashamed about the state of this once gorgeous store.

Food was disgusting fish ok peas hard cold mash potatoes lumpy attitude bad when told really gone down hill

Lovely birthday lunch here today, tuna melt ciabatta, and coffee.

Having recently visited House of Fraser, I can wholeheartedly say that this renowned department store continues to exceed expectations with its wide array of high-quality products and exceptional customer service. From fashion and beauty to home goods and beyond, House of Fraser provides a shopping experience that is both luxurious and accessible. The moment I stepped into House of Fraser, I was immediately struck by the elegant and inviting atmosphere. The store's tasteful and thoughtfully curated displays showcased an impressive selection of designer and contemporary brands, catering to a diverse range of tastes and preferences. Whether I was perusing the latest fashion trends, exploring luxurious beauty products, or browsing for sophisticated home furnishings, the variety and quality of the merchandise left a lasting impression. The customer service at House of Fraser undoubtedly elevated the overall shopping experience. The attentive and knowledgeable staff members were readily available to offer assistance, providing helpful recommendations and ensuring that my needs were met with a high level of professionalism. Their commitment to delivering exceptional service truly added to the overall enjoyment of my visit. House of Fraser's dedication to offering premium brands and exclusive collections was apparent in every department. From fashion-forward clothing and accessories to top-tier beauty products and luxurious homeware, the store's commitment to quality and style was consistently evident. It's clear that House of Fraser places a strong emphasis on curating a selection of items that reflects the latest trends while also catering to classic and timeless tastes. In addition to its impressive merchandise, House of Fraser also provides a seamless and enjoyable shopping experience through its well-organized layout and user-friendly facilities. The store's layout was intuitive and spacious, allowing for easy navigation and a relaxed shopping environment. Furthermore, the various amenities and services available, such as personal shopping assistance and beauty consultations, added an extra layer of convenience and personalized attention. The overall ambiance of House of Fraser reflects elegance and sophistication, creating a delightful setting for a leisurely shopping excursion. Whether you're searching for a special occasion outfit, seeking to revamp your home decor, or simply looking to indulge in a bit of retail therapy, House of Fraser offers a retail experience that is both refined and approachable.

# the great: - nice coffee and very nice and friendly staff, never neglecting the regular customers, and very helpful in every aspect. - comfy areas, well arranged areas where you can get some rest and grab something. - wi-fi provided, so you can stay a bit longer for work/leisure, power socket available for customers which is very nice. - daily meals are great and taste amazing. # the not so good: - I came 3 days in a row and I haven't seen the pastry/cakes being replaced. - I felt a bit disappointed on paying perhaps too much for a chocolate cookie that I wasn't able to finish... (cookies usually handle better the ageing) # conclusion I feel that the place has a great location and would benefit on reducing the offer of pastry and invest on a more reduced selection.

Standard of food was awful worse breakfast I ever had bacon cremated and rock hard same for the sausages the beans and eggs ok mushrooms shrivelled thank got for the cold hard toast and pot of tea the restaurant manager was more interested in a dog eared bean container than the quality of the food sorry but awful and not the first time

Very difficult to get customer service here. 15/2/2024 I had difficulty spending £200 but managed in the end. I was likely going to be over £400 but the person serving seemed uninterested and a shade aloof. The changing rooms are pretty much unclean and disorganised. Why on earth does HOF have half the ground floor lined with perfume and stinking the place out yet no customers? So! It's internet buying again and I'm out of there.

When the weather is warm it’s 1,000 degrees hotter in here. Couldn’t shop comfortably as was hard to breathe so I got the hell out of there.

Love this place to shop, always a bargain to be had. Coffee shop on the top floor is good, plenty of room and has a children's play area .

Lovely old fashioned department store with lots to look at on various floors. Can especially recommend the restaurant on the top floor with views over the city. Well worth a visit

Like the idea of a department store, the only place can really smell perfumes in Plymouth or try cosmetic items. Sometimes, it's possible to find interesting items on sales.

Good food,service and always clean

We were impressed with this store. It has a very good selection of the latest fashion/brand clothing. The staff were very helpful .

Just had a coffee ,but it was very pleasant.

Really good place for a cup of tea or coffee you can people watch has thay go by

Went to Plymouth store to buy kitchen ware for Christmas gift. Was assisted by a lovely man who found what I needed. Unfortunately, it was ruined by a snobby perfume seller, who told me AFTER I tried a perfume, I should have used a card. She lost a sale, he didnt.

Coffee was weak and flavourless

Excellent customer service and experience

Great atmosphere and food/gifts

I popped in for a certain gift. House of fraser had what I wanted and the correct size. I was seen by one of your staff at the till quick and painless. House of Fraser in Plymouth is always my go to shop.

Horrible shop, with horrible staff. Devoid of Christmas spirit. If you doing your Xmas shopping don’t bother popping in here, staff are so rude - just because we had drink with a lid on it! I guess because it wasn’t Costa!

Only used the cafe and toilets. All good. Huge scone and very nice coffees with a view. Don't ever close down this cafe!!!

Not as good as it was but still has the best cafe in town

Appalling customer service from this Plymouth store, faulty item but TINA would not do anything, very rude and aggressive in attitude. Will be reporting to head office and the consumer ombudsman. I would highly avoid this business, they will soon be another fallen business and rightly so, no place for such a shambles of a business.

Only visited for the ground floor coffee shop. Had to ask for napkins, none available anywhere, and no cutlery available, had to ask for a knife to cut toasted sandwich. All of the vacant tables were dirty so I had to sweep away the mess myself. Not impressed, wont visit again!

I ordered a pair of shoes via there website back in August…they never arrived…I have sent many emails back and fro…today I have received an email….stating I won’t b getting a refund or another pair of shoes…I won’t be buying anymore items from this shop again….the shoes was £44.99 plus the postage…disgusting….

Dingles restaurant - staff were still cheerful towards the end of the day. Lovely and clean, delicious lemon muffin and tea cakes.

What has happened to this store!!!?. I cannot bear to go there anymore. I first went to Dingles 50 years ago as a child. It was a department store then of status. The place where you could buy special things and be served like royalty. No longer can it be described as such...I was in search of good quality clothing today 22/10/23....a simple womens SMART business suit... What a pathetic excuse there is.....no I do not want emblasened tommy hilfiger patch pockets...tarty Biba tat...or chavvy skinny figure leggings....High quality smart has gone out of the window, there is masses of scruffy attire fit for a charity shop..it is so down at heal. It is OK if you are a 20 something who has no self esteem. The kitchen dept is not worth the energy to walk around. Bedding is pathetic....none of the beautiful furniture there use to be. Poor range of shoes and of poor quality and don't bother trying to use the loos they haven't been maintained in 30 + years.... infact since the refurbisment of the store after the fire in 1988. Simple things like radiator under hand dryer is encrusted with dirt and layers of rust all tired and past its sell by date. Oh dear this store needs to pull its sock up because what is held on its shelves and hangers is pathetic and a shadow of its former quality. If the owners ( yes you Mr Ashley) wonder why it is no longer attracting customers then look at what is on offer....it is simply poor and not fit for purpose. Customer experience rating a big fat zero. They have got the demographic so very wrong here...the type of goods is bizzare....and the quality is so very poor....and ps it could do with a darn good clean.....ppps the cafe is still lovely those views can never be beaten.

Security all over you You not a great experience

Lovely shop with a great selection

Great shopping experience with a fabulous restaurant on the top floor.

HOF Plymouth: SO much potential VERY little effort What a shame , this department store should be the pride of Plymouth like it is in Bristol, instead its a sad, unloved, uncared for, miserable shop and some of the staff too, particularly the ladies at the men's department! Invest some money, choose better collection, refurbish all changing rooms with hooks and chairs and away from the till. The changing room in the mens department by the till is simply a joke, first of all you get looked at by a very suspicious lady and when asking for help you get "the look of Eva Braun" from the cashier! Poor service. This department store could be the heart of our city. Do your display windows and remove all decals its tacky for god sake you have SO much incredible items to display, you should have the best window display in Plymouth. And the restaurant DINGLES ! its like a seen of "Dinnerladys" , a very very tired decor, scene of the Blitz , a huge empty space! What is wrong with you people don't you have any vision? This is a premium position with a incredible view!. It is so sad that in England the owners of all those big department stores have no interest, no vision and are incapable of managing these kind of stores. Your customers don't want to buy online, we want to touch, to feel, to enjoy a day out shopping... think about it.. And start by removing the delivery charge when your customer orders online and go and pick up the item themselves at your stores! This is outrageous! YOUR customer make his way to YOUR store after purchasing online and you charge them for it?!!! This is a very very bad management decision. I wouldn’t be surprised if HOF Plymouth is on ha way out… sad…

Clean tidy and a nice cuppa tea

Excellent choice of clothes. Fairly helpful staff

This coffee shop is chaotic and extremely grubby, the floor is dirty and the tables are sticky! The coffee tasted strange and the only toilets are up many escalators at the top of the building! Nothing to recommend this place at all! Go somewhere else

Love the top floor restaurant with views across Plymouth towards Cornwall. Huge choice of in store shopping from clothes, soft furnishings, accessories, furniture.

not a patch on what it used to be like. looks very dated and run down. went for lunch and it was terrible

A great shop with outstanding choice.

Helpful staff on Cosmetics counter. Gave good advice even though it wasn't her section.

Equivalent to Printemps or Galeries Lafayette.

Wonderful café on the top floor with lovely views. Store itself is ok

Sad to see clearly in decline. Had difficulty paying, as no attended tills on two floors. 70/80s fittings clearly need urgent refurbishment, particularly the fifth floor gents toilets. Few customers and hard to see it staying open, without significant investment which is unlikely to be coming sadly. Uncomfortably warm on some floors.

My father ( Frank Beattie) and I (ESME Beattie) had a very bad accident on the escalator, 11August 2023, I would like to thank the staff who helped and stayed with us both until the paramedics and ambulance arrived. And a big hug goes out to a very nice lady called Stephine. ( hope I have spelt your name correctly ) .

5 stars to Dingles Restaurant on the 5th floor of House of Fraser in Plymouth. Excellent customer service, very friendly and helpful. A nice and varied menu. There's a small play area there too, which is very helpful with young children. We lived in Plymouth for 7 months 6 years ago and loved going there for a cup of tea or Sunday lunch. This summer we had our holiday in the area and were very happy to visit the restaurant again. The service was excellent, just as we remembered!

Not my cup of tea. Not a retail experience/ non personal.

Good restaurant on the 5 floor , food average excellent place to meet up with friends for lunch or coffee . No need for booking.

NERO Coffee next to Plymouth City Center 'Piazza' event space.

Absolutely terrible customer service, I went there on Sunday to purchase a luggage for my upcoming summer holiday. The white lady working in that section was not helpful at all. I have visited there a number of times over the past few years and unfortunately the place is slowly dying. Probably on the brink of closure soon.

Very helpful staff in the restaurant and tasty coffee and cakes.😅

Over pricing the goods no one in there

The customer service was absolutely terrible. Asked several of the women working there for help finding something and either got ignored, or they got distracted with a new customer.

Looking for something for my wife for our anniversary and was followed around the store by security so didn't bother staying in there

I Needed a suit for a wedding and was helped by Tina in the Suit section. It’s very rare to get such fantastic personal shopping help like this and Tina is a real credit to the store. It really felt like a bespoke shopping experience and I am really happy with my purchase. If ever you need a suit and in Plymouth then look no further! Well done House of Fraser for continuing to set such high standards with Customer service.

Best selection of men's clothes

It's OK. Good brands good selection under one roof but just the same old things nothing amazing.

Service excellent although shortage of staff on the ladies floor (notice this a lot sad really we need these stores). I gave 5 stars for the restaurant staff rushed off their feet due to Plymouth Argyle coming through the city in celebration. They kept apologising for waiting (we didn't wait long) and the attention of the staff was wonderful. Big shout out you all I hope your bosses take note

Good shop lots of different brands and designer

Went in to House of Fraser specifically to go to Café Nero! Love their coffee a d this time we had a sausage roll shared between us which was great. Ittwas a pork and pancetta sausage roll a d I enjoyed the flavour of it.

Good old fashioned department store. Love it

Great stuff, poor signal, so difficult to compare product prices. Much better deal, discounts and prices on their online store. Youth and student discounts available only online. Why ?

Nice restaurant. Help with my tray from counter to table

Visited ladies toilets today . Four would not flush. Not good enough . They need some serious maintenance

Oh dear. If you have shopped here for the last 10 years you already know it is slowly dying. The whole place has been left to decline, uneven flooring, threadbare carpets, changing rooms never vacuumed, broken escalators and the lifts feel like they have come out of a theme park horror ride. All the decent staff have gone as well, you are just left with the ones who are grumpy, never say hello, and if you head to the till they head in the opposite direction. You are better off shopping in Drakes Circus, at least there you are welcomed and treated like a ...customer.

Great store old traditional type counters lovely smells in the perfume department kind staff and great choice.

Only used the restaurant for coffee and cake. Everything was fine, staff were cheerful and helpful what more do you want?

The whole store is super hot so it puts you off shopping. This is a big downfall for me as everyone dresses for winter at the moment so to enter the store with coats snd jumpers on is a big no

Love this shop, although expensive great quality.

Pleased this place stayed open. The Dingles cafe on top floor was main visit and didn't disappoint. Carrot cake was superb

Just love this shop, it's got everything you need. 😃 and Staff are very helpful .

Well attended by very good sales staff

Good range of goods but the store looks lack lustre. It looks jaded. Definitely in need of a makeover. The Dingles is great, good selection of food and very attentive staff.

So much stuff, so soulless, so pricey. It seems to be shutting down bit by bit and looks pretty tired.

The place was practically empty 🤔 The choice of women's occasion wear is non existent!.. such a shame it used to be a great store 😕

Went to the cafe on the fifth floor and had the worst breakfast ever the food was cold and chewy the amount of watery juice from the tomato's ment everything was floating and ruined the food even more the tea was mild warm and the prices have gone up so much it's not worth the money

1st time going into the House of Fraser today to just have a look around, the staff that we spoke to were very polite & willing to help us if needed. They had a few good designer items, for example: Tommy Hilfiger, Hugo Boss, & so on very expensive. Nice shop, but not for me

Good selection of goods to purchase. Helpful and knowledge team will certainly revisit.

Restaurant was shocking service this Sunday when i visited with my partner. For a £25 breakfast I expected much better.