House of Fraser in Bristol, City of

Very bad horrible communication and aggressive staff. I been in the shop and one of the staff stand next to me and I found one of makeup powder already opened and I just touch what was out of the box. Then she said you have to buy it because you try it on your skin, I tried to explain to her that it was already open, but she ignored me and go to a male staff who came to me and said you have to pay for it in aggressive way, I asked her why you did not stop me to try it why you wait tell I try it. She said I was busy then I said so it was already opened go to who open it then they said we do not know who so by luck we catch who we see!!!? Then they ask a security to follow me during my shopping as if I am a thief , I asked him are you will keep follow me and he start scream why you round to me I said am just asking you are you following me what the round here!!! Then I went to ladies floor and ask another staff if it is ok to not buy it and she said yes of course. There is no respect no good training no policy very very bad Also, most of the review here saying the same that the staff are not friendly

Finally, this store will close in Cabot Circus, perhaps to make room for people who want to work and know how to treat people. The worst attendants in Bristol are finally going to clean up this place, which is dirty with so much rudeness, racial prejudice, xenophobia. The attendants at this House of Fraser certainly contributed a lot to bringing the place down. The female managers at this store specifically are rubbish people. They're leaving late. and thank you for leaving Cabot Circus. I sincerely hope that they are better prepared to continue working at another counter and stop confusing a miserable job with an owner of one of the famous brands they sell.

I've recently visited this shop for the first time and my first experience was absolutely horrible there were staff being un professional as they were playing around chatting amongst them self and not helping out or welcoming customers, they were being ridiculous, they were judging by appearance and not letting customers view most items.

Very bad customer Service. Specially the guys in till was very bad in attitude. No manner or customer service there😮‍💨

Very Expensive so good bye HoF as you will be closing no wonder why ! 🤣

Visited this shop in Bristol to try on dresses for a wedding. I asked the assistant if any of the ladies changing rooms had a seat eg a stool to make it easier for changing. She said no. I consider this extremely poor

Corrupt company. Please do your own research on this company about how they keep customers money, refuse refunds, lie about returns, 'push expire' gift vouchers.. make yourself a cuppa and hav' a look. PLUS, the instore security are over the top and comical, one was dressed like a captain sailor and rudely talk about people whilst following??

Needs to automate some doors for wheelchair users please. Massive, daunting House of Fraser with something for everyone. Worth going through just to get between floors in Cabot Circus. Ludicrous prices but make the most of it - it won't be here much longer.

Very bad experience. The lady with the glasses totally ignored us. After she finished with the lady in front of me who didn't buy anything, I smiled politely and wanted to ask her about a pair of glasses I wanted which cost £260, but she turned her back and walked away and leaving me there without saying anything. I waited quite a long time but no one appeared in the area until I went to ask the lady from Dior who looked for her and obviously did not find her. In the end, another person came, who offered me the glasses from the shelf and I had to ask her about the cases, and she handed them to me without offering me a package. This action took place on May 13 in Bristol.

Fantastic place if you want to be bullied in the work place.

The men's underwear section is just disgusting. I do not know, if the staff did not attended it for two days or just the customers behave like uncivilised people.

I’m a regular customer for more then 10years ,will go there like one or twice a week and I’m local and a neighbour I live bs1 ,I like to shop house department bcause sometime they do good promotion ,but recently they hire young lad at kids department as I walk in they will start a walkie talkie like I’m a suspicious thief ,so annoying when go out to shop , don’t judge a book by its cover ! Happen every week as I walk in ,remember to take receipt otherwise they accuse u r their target of thief ! I understand sometime need to be cautious as I work as retail before but this is way too over..

HOUSE OF FRASER BRISTOL SO DISSAPOINTED WITH THE SERVICE BOUGHT AN UNDERWEAR-PAID WENT HOME REALISED THERES A TAG INSIDE BOTH UNDERWEAR ?WANNA LOL ? HAVE TO GO BACK AGAIN FOR REFUND WASTE MY TIME AND PARKING AND ALWAYS BEEN SHADOW AS I WALK IN

Ordered a pair of shoes and three t shirts. T shirts never delivered. Was still charged despite raising this with the customer service team. Evidence provided (photos) that they were not delivered. Partner and I have shopped in House of Frazer for years spending relatively large amounts. Will never shop there again. Avoid at all costs unless you enjoy paying for items you never receive.

Absolutely disgusting the way I have been treated. I have been accused of wearing an item of clothing and they have sent it back to me!!! I only tried it on, and sent back as it didn't fit. Disgusting company. I never wish to deal with you EVER AGAIN.

What a truly fantastic service, we came to your store in Cabots Circus with my family and my 13 year old daughter wanted a £36 Dior Concealer. My daughter was asked if she would like her shade checked, she sat her in front of the mirror and treated her like a celebrity, this member of staff was so kind and extremely helpful. I was blown away with just how helpful she was and how nice she could be, nothing was too much trouble. We bought the item and she lovingly wrapped it in paper and put the item in a Dior bag. She even gave her and my boy a couple of perfume samples. Our kids love your shop and can't wait to go back, this amazing lady I talk of is called Sandy and she works on the Dior counter, she made a huge impression on us all and we can't thank her enough. Amazing 5 Star service in a wonderful store, we will be back 😀 Thank you Sandy 😊

House of Frazer Bristol picked up belstaff shirt reduced to 95 pounds took it to checkout assistant refused to honour price saying it was a mistake. So I went and got the other 10 shirts all marked at 95 pounds 20 percent off and yes you guessed. It they said all marked incorrectly. A manager was called and a young girl about 16 years old tried to tell us all marked incorrectly. We went back 20 mins later and all were put back on the rack at the same reduced price. Clowns to deal with lost us both as customers if Bristol store is still open next year I’ll be gobsmacked. Went to John Lewis dealt with much professional set up.

Staff who worked on 27/02/2024 at this shop was very rude while dealing (Michael Kors watch section)with my wife.That lady treated her without any respect.We are very disappointed with the service.Worst customer service.

Burn in hell charging 39% APR Used to like HoF but for this you can rot

Nice shop but I am extremely disappointed with the fact that I was shadowed by a female member of staff with a walkie-talkie who obviously thought I was a shoplifter. I am not a shoplifter nor do I resemble the stereotype of a shoplifter. I was going to spend £60 but after that I thought better of it. Won't be going back. I've had to give a 1 star rating as a zero star is not available.

Lots of stock to enable my exchange. Slightly short of till staff so took three attempts to get served

When you phone multiple times, they let the phone ring and never pick up except to lift the phone and hang up. Not helpful.

Staff are few and far in-between. The signs for the lift lead you round in circles. The layout is confusing

Not impressed at all. Needed to return a purse bought for me as it was not suitable for me. Informed I could only exchange or have credit note. I was not happy at all. I will never purchase from this store again. Any other shop would give a refund if item is not suitable.

Terrible customer service. Sarcastic some of staff were after asking where slim style cargo joggers they have. They pointed me to other side of shop without knowing exactly where they are. Very rude and not what i want especially coming in with intention to buy some high end products. Wont be coming back here again.

Worst service ever… Ordered family Xmas Pjs online on 18th Nov., received 1 out of 3. Then the rest never arrived. Reached out to Customer Service on Facebook on 11th Dec. seeking for help, was told in stock, will despatch. With frequent check up in the past 2 weeks, I was waiting and waiting, in the end all I got is items are out of stock!! A waste of time reaching out and spend time asking for updates. CS is a joke…

Came in looking for a dinner jacket and matching trousers. I needed the help of a member of staff. I found a man called Lucas who helped me tremendously, from picking it out the right style and the right fit. He was attentive and helped with a dinner jacket, trousers and belt. He even held it behind the counter for me while I went to use the bathroom. He is a credit to your store. May any young men who need help getting right, find Lucas. Amen

Tried to exchange some slippers for a bigger size. Rude cashier. Poor service.

I do not write bad reviews without reaching out to the store to fix the problem first, but we have done so but still no resolution! WORST customer service. We went to HOF for the Black Friday promotion and spent over £500 to be eligible for the promotion of £100 gift voucher. For some reason the till point only granted £50 and the manager was called, who advised us to contact customer services to because she didn’t understand why this had happened. We went away and contacted customer contacted services, who told us to return to the original store since they it is only the issuing store that can help…!!! We have explained that we live far away and could they please sort out without another trip in to a store that didn’t know what to do with our issue in the first place! Is this how you treat customers who spend in excess of £500 with you… Terrible.

What's happening here bad service and very very long wait to be served

Charged regular price instead of the discount. Customer service is terrible.

Avoid at all cost!! Do not purchase an item if you are happy to not receive a refund. You can ONLY exchange or receive store credit! I had asked before purchasing and they told me yes but not to mention about only in store credit.

I bought a Vans T-shirt from here which was on the 20% sales railing and I still got charged the full price even though I tried to explain that if it’s 20% then you have that deductible but the rude young girl kept repeating herself which got really frustrating. I took the T-shirt and left without my receipt. I’m never shopping at House of Fraser again!!!!!!

One changing room open for the whole ladies floor ok a Saturday... result: a slow moving queue of 15+ people. Brain dead staff refusing to open another. We had an arm full of clothes to buy, but gave up. No wonder this store keeps bouncing off failure. Management should be ashamed of themselves.

Shocking customer service in here. Waited over 30 minutes to get someone to check for some shoes for us. Very rude staff at the till. Nobody seems to actually want to do anything in the store.

A real shame, hardly any changing rooms open, huge queues, no ability to get a refund if you can't try on, no customer service at all. Some good stock but won't purchase from here when customer service is so poor.

Shockingly bad service from each of the six or seven staff we spoke to. Including the 16 year old manager. Avoid.

Best place for shopping 🤓🤓 so bad it closed in London! I loved it

A staff member with shoulder-length teal-coloured hair helped me pick a suit. I don’t wear suits, they took my measurements and gave advice without pressuring me to purchase anything. I left to view other shops and came back for the suit. Great customer service and introvert friendly.

Normally, I'm not someone who likes to make negative comments about businesses, but I want to clarify this issue. My spouse liked a pair of shoes two weeks ago, but since it was a display item, it was heavily deformed. So, we decided to order it online even though the delivery fee was £5. However, the product never reached us. Later on, we received a refund for the product. Due to my spouse's need for the shoes because of work, we specified that the next delivery should be made to the store so that we could pick it up. What we encountered was very surprising. The product, which was displayed as a showcase item in the store, was sent to us as if it were a new one, but it was clearly evident that the product was a display item. We explained the situation to the store staff, and one employee said that they could exchange the product with another one. So, we went to the cashier with the store employee to proceed with the exchange. Then, a so-called manager named GUS, told us that the product was defective and they couldn't exchange it. They suggested that if we wanted, we could send it back online. I expressed our disappointment as customers who were already inconvenienced and had paid £5 for delivery, and I mentioned that they should apologize if the defective product were to reach us. Instead of accepting the product exchange, they insisted that we pay an extra £5 for the return shipment. Moreover, while saying all these things. Such practices and treatment are unacceptable in any store anywhere in the world!"

Took advantage of the school strikes to take my 12 yo son into the perfume department today on a quiet day to buy his very first perfume with some birthday money he'd saved. The lovely blonde sales assistant (maybe called Candice? Sorry I didn't catch her name) was so kind to him, firstly giving him a little lesson in top notes, heart notes, base notes, and how best to apply and wear the different scents, then giving him time to browse and have a think about it all. She really encouraged him and passed on loads of knowledge, and made him feel empowered and confident to make the right choice for him with no pressure, just helpful guidance. What a great shopping experience for him and fabulous customer service from her. Thank you

Caroline who works on. Guerlain such a lovely lady. So helpful! She spent a while with me and really knew her stuff. She wasn't at all pushy yet had a very honest approach. Perfect service

Awful customer service. It should not take 30 minutes to receive 3 pairs of shoes to try on. But here it does!

I used to go to this store quite often intil i had an accident in this sore. The staff accused me of stealing a candle which I bought earlier from Primark. They didn't want to check whats happened on cameras. I made a complaint to the store to send me an appology letter and they refused to to that. I will never come back to this store.

Good location, plenty of shopping and food options

You can find a good brands, with good quality

It was ok until I wanted to try on a cropped hoodie. As I was walking to the mirror a guy dressed in all black kept repeating ‘would you like a mirror’ I ignored him the first time as I was literally 2 steps away from a mirror, I then said it’s ok I’ve found one pointing to the one I’m at, he then said there’s a bigger mirror in the changing rooms. Like what’s he trying to achieve? There wasn’t any point going into the changing rooms to try on one hoodie, I had clothes on underneath! Any ways I was at the mirror and then he mutters to my boyfriend don’t know why she can’t just go to the changing rooms. At that point I came to the conclusion he was trying to humiliate me in a dead store, completely pointless! You wouldn’t think he was a staff member, he then moved onto to chatting some other women. This guy just targets people!

Still a really good shop. Loads of ranges of clothes. mens section is amazing. Some really nice stuff in there. Only decent place to get nice clothes.

Customer service is awful here, and I work in retail so I know the level of standard to expect. WARNING! Do not purchase an item if you are happy to not receive a refund. You can only exchange or receive store credit! This was not told to me prior to purchasing, so now I’m stuck with £31 store credit which won’t bloody go far with the brands they stock. Just think there’s an element of snobbery when you enter the store and I won’t step foot in one again!

Ordered some shoes that are clearly not the ones pictured on the website and I’m now being charged £5 for collection after paying £5 for delivery. Avoid at all costs. Abysmal service

Helpful staff, good selection of products

Some good brands and alright prices. A few questionable items. Not as good as it used to be. Some products are starting to feel like they belong in an outlet or are last seasons unpopular range. Actually department store is much better than the website which feels like a glorified Sports Direct in the amount of junk on sale. Shame the shop gets targeted by chavs who have no good intentions in stealing. Got some of my favourite brands in CP Company, Napapijri and Lacoste

Customer service lets it down. Spending a lot of money on shoes and the assistant seemed more interested in his phone and disappeared.

House of Fraser should be called it house of rude and unprofessional costumes service. Asp the staff of first floor. All busy on their phone or talking to each others instead of helping you, when you need a help from them. Try somewhere else much much better service and polite staff.

worst coustmer service by Sara . i bought a perfume and i tried to return the patient for a bigger one, but she was saying no, because of her colleagues mistake give me 50ml and i want 100ml anyway i will never go there againand who ever go there avoid Sara name

Some lady sweared at me for buying the ‘wrong shoes’

Plenty of good branded products and helpful staff. Just wish the changing rooms were slightly bigger and better clothes hooks plus somewhere to place items but not on the floor.

Really bad customer care; both in store and online. They refused to return the faulty jacket 2 days after purchasing it. I contacted the brand company and they fixed the issue to me.

Hi guys, be careful when entering this store with the reception when entering the Fraser house in Cabot in Bristol. One of the security guards humiliating the customers to the point of never going back there. I have never been so humiliated in my life. I have already made the complaint and we have not been answered. In this store, the consumer is nothing but trash. The first floor manager defended the security man. But there was no woman to call the police when I asked. I'm not in the mood to even get out of bed after this happened to me, I have feeling panicked to go out home after that. Today it's been a week since I went through this. I have been a customer of the store for years, or was. because I don't want to go into a place where only employees fit and customers are treated like intruders. This store is a disgrace. I’m keeping waiting for a response about this case but House of Fraser still in silence.

Customer service at the HoF Cabot Circus is disgraceful! My mother was chased around by a male security guard for no apparent reason. When she asked for the store manager, the situation got worse. The manager started shouting at my mother and demanded that she put her phone away in a very aggressive tone of voice as she was extremely worried that their conversation was being recorded and would be posted on social media. My mother ended up returning the products she purchased and left the store in tears! She has been scared to leave the house since and this sad incident really affected her mental health. The whole situation was humiliating and extremely sad! HoF customer services don’t even care enough to take any appropriate action! I understand that the store is a target of shoplifters but this is no excuse to disrespect customers!

Friendly staff.lots of great designer clothes...

Miserable girl serving me in menswear,no smiles or good cust service..she really didn't want to be there . Nearly walked out.won't be going back in a hurry.

Very badly run, signs for toilets yet you ask the staff and they say oh they are out of order well take the sign down then for toilets if they are not in use and also one changing room on mens floor so having to walk from one side to other side to try on everything back and forward met by rude lady saying why are trying on clothes there and I said maybe you should accommodate more changing facilities not just one !! She just walked off absolute disgrace when you spend £250 of your hard earned money !!

Not as good as it used to be. My daughter wanted to buy a trench coat in the store but the one that she wanted was REALLY REALLY creased on the hanger and so were the rest of that particular type. I asked at the till if we could have a slight discount because it was way too creased to wear in that way. I was told no because it wasn't actually damaged. It was dry clean only so I explained that we would have to do that after purchasing which was quite unacceptable and it should be off the peg and ready to wear. I asked then to see the supervisor but after numerous calls, the supervisor never arrived so we went down to the men's department and found the supervisor. They half heartedly said it could be steamed but we would have to wait because there was already a queue waiting for steaming. Honestly though, we were waiting around so much that we gave up in the end and decided not to but the coat. They lost a sale and didn't even care! There are never any assistants around to help you either. Used to be a great store but the customer service has really gone downhill. You can no longer return for a refund - only a credit note or exchange. I appreciate that the store maybe short staffed but the staff that are there honestly do not seem to care 😕

Average at best. Such a shame. This was a premium store, it is definitely not anymore. If you are lucky enough to find a staff member to help you then keep hold of them until you have completed your purchase as they are very rare in this store. None of the staff seem particularly happy to be there and do the bare minimum. The store isn’t dirty but neither is it what you would expect from a premium store and certainly not what it used to be. Ripped display stands, more empty tester bottles than ones that are actually useable etc. The lady that helped us was very pleasant but obviously didn’t want to be there. I would buy online in future as the journey certainly doesn’t warrant the customer experience that it used to sadly.

Service is rubbish everyone is confused and you wait 35 minutes for them to find other shoe

No staff around to help try on shoes. Had to ask for someone at the fragrance till, who seemed very bothered that we interrupted her staring into the void. Still took ages for someone to notice us and they seemed surprised we were there.

What a massive store to spend your pretty penny in

Lovely clothes and even better due to a sale on at the time we visited.

Lots of choice and some good sales but trying to find someone to help or serve was abismol, if I hadn't really liked my trainers I wouldn't have stayed. Pathetic.

I made a purchase round end of July. Used a credit note and then my credit card pay the difference, transaction went through but I never received a confirmation email. Thought I should wait a couple days but nothing happened, tried calling nobody picks, emailed customer service , still nothing. This day light robbery and I want my money back !

Don’t try to get into the fitting rooms 30 mins before store closing as they shut them all because ‘they are about to close’. When I said they are open for another 30 mins and I only have 5 tops to try on they said they were told by their manager to close them. Tops put back and we left - I don’t live close to a HoF so if they didn’t fit I couldn’t return them. The staff were unhelpful and clearly wanting to start their weekend early. It’s this type of service that just doesn’t rival the likes of John Lewis. We won’t be back.

The stars are for the Dior counter. We need better service in UK for department stores, it's always let down by staff who don't truly want to help the customer, It wasn't even busy.

Expensive, but assistants were very helpfull

Found what I needed. Staff were attentive. Very poor signage about broken escalators. I had to walk up and down stationary escalators. Some older customers were really struggling. A big potential risk.

Not as good as othet house of fraser's

Good range of products but the escalators are never all working and could do with more staff in the tills

Really gone down hill since Mike Ashley bought it over Used to be a fantastic store But not anymore Disappointing

Its better than primark but without the prices of Harvy Nicks...

Expensive and they don’t have refund policy

Nice expensive clothes.Some of them not up to price however.Not for common people.

Left me with at shoes section waiting to long and then followed from a poor customer service I had to leave.

Staff are very friendly and helpful. Plenty of bargains to be had.

They apparently have a new policy where you cannot get your money back if you want to return an item. They will only offer an exchange or store credit. This is not good enough for me and I will not be shopping there again.

Don’t bother going to the NARS counter. Been there 3 times at different times of day and have been told the person has gone home each time. Waste of time, go to Space NK instead!

All ways get my levis here. Ben sherman. And Fred Perry. My kind of shop.

Love shopping at this place it's so open and easy to get around

Loads of selection of branded clothing and accessories. Unfortunately I couldn't afford them..

Overpriced and not a great choice

So many levels you could spend all day here. Beautiful layout. Staff were helpful and friendly

Absolutely a pulled by Melissa the managers service Tone of voice was completely off putting and spoke with such rudeness and has no idea what customer service is Did not want to take any control of the situation at hand and simply tried to fob us off with customer service which she then said there’s no number for them and you will need to communicate via email and email can take days and there’s only a few days left on the receipt. Again please do something atleast in regards to her level of service.

This store must have the worst customer service. Staff arent present or visible. I wondered round for 10 mins trying to find someone to ask a question & no one approached me either. The store was deserted. If I'd gone in for a browse I would walked straight out. No clear sinage too tell me where to go. Avoid if you can

found a couple of bargains loads to choose from

Absolutely terrible experience. As soon as I had arrived, I was followed by a male security guard. I felt intimidated and uncomfortable. I am a regular customer and enjoy shopping in hof. But I certainly won’t be returning after today! And this is something ethnic women shouldn’t be treated as. As my family and myself had left we were approached by two male security guards and was accused of stealing. This is out of order! We have never felt disgusted by such false accusations. Perhaps, they need further training before discriminating us because of the colour of our skin. This is appalling.

Honestly, I never post bad reviews. I’m pretty sure this is my first review under 4 stars. But, this place is shambles. I work close to store so it’s conveniently placed for me to run over and grab a pair of shoes, trousers etc. But the staff here will have you walking around the shoe section holding a shoe above your head and shouting for 20 minutes before a staff member eventually gives in and helps you. Also, would it hurt them to recognise the queues could be reduced quickly and the shopping experience improved if another team member jumped on the till. Unfortunately.. this store is example of why high street shopping is failing.

Trying to buy bed linen randomly stacked on entirely unsuitable shelves so we had to empty quite a lot on to the floor to find what we needed. No sign of any sales assistants on the whole second floor. Not a pleasant experience for the customer

Disappointing. Can't get the staff. As for the Sofa Co on the top floor,, zero stars.

Well laid out lovely store and helpful staff when you can find them!! Huge variety in the ladies clothing section love it.

Go in looking for a shirt, see a nice normal looking plain white one, check price tag, £900, turn around and walk out.

Awful place, sale and end of lines. If you return anything bought here by post it costs a fortune and is not refunded. I've cancelled my account with them and decided to shop elsewhere. Not what it used to be.