House of Fraser in City of London, Westminster

Wish I read theses reviews before buying. Paid for next day delivery on Tuesday, it’s Thursday now and I’m still waiting. I’ve been told it’s still at the warehouse. Buy elsewhere if you can

useless absolutely shocking!, ordered online on December 26th, we are now at 10th January and still no sign of my order being delivered, an email from Hermes saying there is a problem and after contacting House of Fraser they eventually answered my complaint to be told it will take 7 - 10 days to investigate whats happened.....7 - 10 days! who the hell is doing the investigating for it to take that long .....Johnny English.....inspector Cluseau!? what about a quick phone call to Hermes to ask them whats happened, surly that cant take 7 - 10 days.....can it?....useless....first time I have purchased online at House of fraser and will certainly be the last....stick to Amazon folks.

I don’t believe that such a company, once renown for it’s amazing Customer Service, can now offer such poor and appalling Customer Service. Purchased something online from HOF for a Christmas gift and received it defective. Only then found out that there is no contact number for Customer Service to call, only a Webchat (autobot keeps asking the same questions) or online email form. Contacted them via online form and it took nearly a week for a reply or any confirmation that they received my query. I was told to send in the defective items via secure parcel outside a local newsagents. Kept tracking the parcel online and it was collected, so I contact HOF via email. Again no communication for a few days of emailing a couple of times, when I did get an email I was told that they have only received one faulty item not the two that I packed in it’s original packaging. Also not offered a refund to original method of payment but only a gift card to only spend again in HOF (like I would ever want to do that after this). It has been 3 weeks and several email later I have had no communication from HOF regarding what is happening. All I get asked is that same questions again and again, with 0% progression. I have requested for a manager to call back, but still no communication or call back. Please do not waste your money with HOF as they will only rip you off.

Customer service. Ordered goods on 20th December and payed for next day delivery. On 24th December still no order delivered. No information about delay. No one email sent to me in return to my asking where my order is. Trying to chat, waiting for an hour in chat for someone to talk to, then while typing my message for literally few seconds, they end chat saying I am inactive. In the end got to speak to someone just saying they advice to be patient and my order will be delivered after christmas now. It is not about 7.99 £ is I have payed for next day delivery. It is about attitude. Was offered 10% discount for next order, then ending chat before I even could answer. Not that I want to order again from them anyway. Never write bad review, but this is very frustrating when there is no one there giving you any information. Just poor customer service!

Bought a pair of shoes. No way are they the size they state on the box. Customer service non existent. Will never buy from them ever again.

I purchased a shoes, however, it hurts my back foot but store manager refused to accept the return. I was referred to complaint via email but response was that we are not dealing store issues. Where we should go for complain or solve the issue. Very very disappointed and poor customer service with violating the customer act. I have all the proof and tried to return item within few days.

Items online are advertised and sold, but then not in stock. I hadn’t received an email to tell me this so was awaiting my order. When I spoke to the live chat customer services, I found the person dealing with the situation rude and provided incorrect information. I have been charged for an item that is out of stock and don’t feel reassured in any way by their customer services. No apology issued either. Would not and will not be shopping here again.

I will always write a honest review and would highly recommend to avoid. I ordered 3 pairs of UGG slippers in November 2020 before the black friday event. On delivery I had noticed that 2 pairs had the incorrect sizes within the boxes. I immediately notified House of Fraser by email, as there was no other way to make contact, they did not reply until 10 days later asking me for proof, however by this time I had already placed a 2nd order as due to black friday all sizes were selling out fast and had sent back the original wrong size slippers at my own cost. My case had been picked up by a lady called Samantha who clearly  was not reading any of my emails properly and was unhelpful to say the least. I had paid £4.99 delivery twice (total £9.98) and had paid to return the incorrect size slippers which cost be £11.00.  Samantha had refunded £4.99 with my refund of the slippers which had now sold out and offered me a gogw of £17.00, which when you take away my charges was actually only a gogw of £1.00!!! I advised this was not acceptable to which Samantha's reply was basically take it or leave it. Samantha had also offered me 20% off to which I explained that this offer is currently available to anyone online, she assured my I could use my gogw 20% off ontop of the 20% off available to all.  Low and behold I have gone to use this voucher today and it does not accept both. Once my matter is resolved, which I have lost all faith that it will be anytime soon, I will be avoiding using their services again and would urge anyone else to consider purchasing from here if possible as there is zero customer care and in the unlikely event that something does go wrong the after care service is disgusting.  I have worked in customer services myself for some time and do not feel HoF know the meaning.

I went to the house of Fraser for last minute Christmas gifts and I come upon very very good discounts. The service was very good, except for the check out, where there was only a cashier for all children’s department

Went into to buy some perfume for my daughter ... Settled on the new Tiffany fragrance, the girl serving us (didn't get her name ..gutted) was fantastic help me out, gift wrapped my purchase ... brilliant service ... See you next year

Interesting to see one of the original buildings of House of Fraser in London. The new one is a flagship store.

We decided to have some lunch and found this delightful place in the House of Fraser. The terrace tea room is unique, like stepping into a fairytale land. I wish our granddaughters were with us, they would have loved it. The meals were delicious and plentiful, all nicely served. We were very impressed and have already recommended to friends. We just wished we lived nearer, but will certainly return, when in London.

Great fast service, staff even gave me free gift wrapping for my gifts. It is having some works done but easy to find everything and staff are attentive

Totally disappointing! It took far too long to arrive and when it finally did our egg sandwiches were hard and dry! Sent them back but arrived again with a horrible herb bread. The pot of cream was chipped and only fit for the bin, we complained but they took no notice. Service wasn’t great. The only good thing I can say is that we enjoyed the scones.

Well that's what it felt like, high backed chairs of all colours, flowery coaches, tea pots and plates of scones, cream and jam. I almost expected the Queen of Hearts to arrive. delightful

The seating and carriage decorations are really impressive. The tea is average. The orange lavender cake seemed interesting but turned out to be nothing special. Its a very popular location for taking an iconic photo. Some come just for that.

After a long walk in Oxford Street I decided to take my sisters and auntie to the Tea Terrace in House of Fraser for a coffee break. I wish I hadn’t! When we were seated I found out the poor hygiene on the table and...

I placed an order 2 weeks before Easter for the products to be delivered right before the Easter weekend as they were intended to be presents for the family. Some of the products in my order were in a "pre-order category" but listed as available...

Popped into House of Fraser to buy some t shirts & summer tops. Needed to find the ladies toilet. There were no store assistants to be seen on the shop floor, to ask for directions. When I did find them - they were all stood...

Lazy and non serviceminded staff, changes the prizetags with a pen? All staff show chatting and paid no attention to customers, had to go through the whole section to find a cassier for help. Even though another staff member saw us customer standing there and...

We took overseas family here for a light lunch. The seating is very much the major attraction here - the fairy tale carriages which you will need to book and the very high back seats which are like thrones. The service is not the quickest...

In London with family and this restaurant was suggest by one of the group who had only seen the restaurant but had not eaten in it. On arrival we were seated in a table in the corner and then forgotten about. We had to ask...

Decided to go to Oxford Street London to do some Christmas shopping. Went into House of Fraser and was very disappointed with the decor of the store. It felt claustrophobic and dreary. As you walked in the store everything seemed pack together, there was no...

Myself and 3 friends meet up 2 or 3 times a year for lunch and a gossip and the tea room in House of Fraser was a convenient point for us to meet. However, the service has got progressively worse and ditto the food. Every...

We went to The Tea Terrace on the 29th September 2018. Sadly staff was confrontational and food of poor quality. I requested a refund of what we could not eat to the Tea Terrace sadly they were abusive and rude denying anything is wrong. I...

No wonder that House of Fraser is in it's currents state. My wife and myself have been to H of F in Richmond today and we were in Camberley on Friday, in neither store were we approached by staff, who were evidently too busy talking...

Pop into The Tea Rooms of The House for a nice cuppa and a freshly-baked scone served with clotted cream and strawberry jam. The decor is a little strange and you feel like you’ve stepped into Alice in Wonderland setting. The is even s carriage...

House of Fraser on Victoria st Near the station Has a amazing afternoon tea Sit in Cinderella’s carriage and be a princess with your own crown Tea is £22 per person You get enough to eat a plate of sandwich yummy scones with clotted cream...

Think they are trying to resolve their financial issues by switching of the AC! Avoid outside unless it's mid winter.

I had breakfast there! The waitress was so cranky that I thought of I all good anything extra I might get hit. It was early morning and a few people were there. I asked to have a chill breakfast of eggs worth one piece of...