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!"

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.

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!!!!!!

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.

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.

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 !

Been here 4 times the past 3 months to buy Giorgio Armani makeup but each time no one is working. And the other beauty sections can't help as it's not there department.

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.

I’m sure some people just love leaving a bad review This place has over 3 floors of products and the staff are helpful whenever we have visited. Good selection of items, well Stocked and have never had any issue coming here over the last 9 years Would recommend to anyone

17/02 update: I'm pleased to advise after persisting, I have been given the a refund in vouchers for the difference in sales prices Don't assume you'll get a good deal buying online. I bought shoes on sale online for £56 (down from £80). They arrived with a sales tag of £24! Contacting customer services to request a refund of the difference which received a bland response stating I agreed to pay and that's how it is. Disgraceful way to treat your customers. Last time I'll be shopping here.

Sad lack of choice for stylish ladies fashion. Definitely poorer than my last visit about 8 years ago

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.

Had a coffee at Cafe Nero - person behind the counter clearly did not want to be there. I appreciate Sunday morning in a retail job might not be fun, but he managed the whole interaction without any eye contact, said nothing other than tell me the cost of my order and exuded a disinterested attitude. I'm not looking for a floor show or false platitudes, but I would expect at least to be asked what my order is rather than just stared at. Coffee was ok in a generic way, it could have been any of the High Street chains.

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

Nice store...but no staff present in shoe section

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.

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.

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.

Please check your price tags and make sure you have paid the correct price! I have been overcharched by almost £20! The dress was reduced to £71.99, they charged me the full price of £89.99. Unfortunately, I was in a rush and only checked the receipt back at home, an hour drive away from the Bristol store :(

Made and order online 10 days ago, tracking says will be delivered today every day for last week, but no delivery. Impossible to get any sense out of Chat and email response says - cannot help as with courier. What a waste of time and still no delivery.

Lovely shop,but the prices are pretty high. A lot of franchise to be honest. Staff are slightly stand offish

Has nearly everything you could want. Beautiful home collection section and lovely clothing. Certainly a must visit during sales!

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.

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.

Fabulous Department store with clothing footwear accessories jewellery watches and perfumes. The store also has a cafe upstairs. It is very tastefully decorated. The atmosphere is very relaxing. The staff in the store and café found very helpful and very polite they are knowledgeable in their departments. The story is very clean and the layout it’s great for easy navigation around the store.

Has plenty of brands and stock. Easy to find things and enjoyable slowed down shopping pace.

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 😕

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 !!

Clean shop..no sizes for larger women..disappointed..