FRASERS

"I Ordered a Trek EBike from Frasers on Saturday 29th Aug. Changed my mind and Cancelled it via their Webform the next day Sun 30th - got an email confirmation of cancellation request. Tuesday the 1st of Sept, they tried to ship the bike anyways. I contacted the courier service and cancelled the delivery. I've emailed Frasers like 3-4 times now and also tried their webchat to complete the cancellation. Everytime they reply "We are looking into it." and no order cancelation or refund. Two weeks later (14th Sept) the order is still not cancelled and they are with-holding my £2500. This morning I got another email from the courier saying "Your order will be delivered on the 17th Sept" even though the order was cancelled 2 weeks ago. House of Fraser have no Customer Service Telephone. The Webchat is useless - cos the CSAs can't actually resolve any issues. When you email them, they just reply with nonsense. Absolutely mad company. I do not recommend buying with them. I have had to open a Dispute with Paypal (Payment method) to get my money back. Probably gonna be 1 month of rigmarole just to cancel an order that takes 2 minutes with any reasonable company."

"Great range of high quality products/brands and an extra fast shipping!"

"I love their website as I find it easy to navigate. They have a good range of products which are good value. Their deliveries are efficient."

"House of Fraser’s choice of courier has cost them a customer This isn’t really a review about Evri. Everybody can make their own judgement about Evri. This is a review about House of Fraser choosing Evri to deliver its customers’ orders, and what happens when that arrangement goes wrong. I ordered £89.99 trainers on 31 August. House of Fraser told me they had shipped and they were due by 7 September. Then nothing. No proactive warning that the delivery was no longer on track. No message saying there had been a problem. The delivery date simply came and went. I had to notice myself that something was wrong, track down what had happened and raise a case with Evri. Evri subsequently told me the parcel had missed its connection. Then that it still wasn’t moving. Then that it was being escalated. Then that it appeared to have been misplaced and the depot needed to search for it. I was explicitly told: “You don’t need to do anything. I’ll look after things from here.” Several days and multiple emails later, I was still chasing them myself just to answer the very basic question: have you actually found my parcel? Eventually they stopped responding. And now, after spending a week chasing House of Fraser’s courier, I have had to open a separate case with House of Fraser too. That is what annoys me most. I didn’t employ Evri. House of Fraser did. I paid House of Fraser for a product and delivery. Their chosen delivery arrangement failed. Yet almost all of the time, effort and inconvenience involved in resolving that failure has been pushed onto me. I now don’t have the £89.99 product I ordered, and I’ve spent an absurd amount of my own time trying to establish where it is. If House of Fraser chooses to use Evri, House of Fraser needs to own the customer experience when Evri fails. Customers should not have to act as the intermediary between a retailer and its delivery contractor. This experience has cost House of Fraser a customer. I won’t order from them online again while this is how delivery failures are handled."

"I paid for next day delivery for my item. I know I selected the courier service, which has always been pretty reliable to my address. But on this occasion I received a first notification that I would receive my delivery as requested between 13.00 and 14.00. After receiving no updates, 5 hours after the delivery window had passed. I tried the courier company's chat, which states I should hope to receive a reply within 24hours. So I tried contacting your web chat which tells me to monitor the courier tracking service for updates. Your system appears to be no help whatsoever when you don't receive the service expected and paid for."

"Everything you do is brilliant, apart from ordering and trying to pay for it you need to sort that out all the system what's to do is trick you into going for monthly payments with Interest, not the 3 mths Interest free"

"Great service. I had a problem with my order, but it was resolved quickly and without any hassle. Really happy with the service."

"You would struggle to find a worse mail-order experience if you tried. This bears very little resemblance to the House of Fraser of old, and “awful” scarcely covers it. The collection confirmation sent me to a location some 40 miles from the one I had actually selected. Changing it proved almost impossible, so I eventually made an 80-mile round trip simply to collect an order of socks and padel gear. Having done so, the contents were scarcely worth the journey. A pair of white socks arrived looking as though they had accumulated more dust than a Pharaoh’s tomb, accompanied by packaging that would not have looked out of place in a closing-down sale. The whole thing gave the distinct impression of old stock being cleared through the system rather than an order from what was once one of Britain’s better-known department stores. Needless to say, the order was returned. Months later, I am still waiting for the refund. It genuinely makes you wonder how an operation this poor remains commercially viable. I could only recommend Frasers to someone whose wellbeing I actively wished to undermine."

"From ordering to delivery I was kept informed, on top of the exceptional prices I've paid I couldn't be happier"

"Kept well informed with my order is the main thing,thankyou"

"a very quick resolutionj of problem, no hassel and ease of use"

"Excellent products and service as always"

"From placing my order to delivery, everything was excellent. Thank you."

"the order was fine but item too large so I reordered a smaller size and attemped to return item. system would not accept details. When I went on to website and 'chat' all the system did was tell me to arrange to post the item back myself and insure it in case item went missing in post. apparently Frasers are experiencing problems with their order records."

"I purchased a new pair of Fitflops. They are fantastic love the design. The price was brilliant too I’m very pleased. They were delivered very quickly it took 3 days. Very impressed."

"Great service quality good customer services brill"

"Didn't take too long to arrive and I'm pleased with the items I ordered. They are as pictured and good quality at very reasonable prices"

"since I last used the Fraser website the have made some Improvements,it made the selection process a lot easier."

"Happy with the overall experience of shopping on Fraser. And didn’t take long for my order to arrive one happy customer thanks."