Is House of Fraser a Legitimate Retailer?

House of Fraser is a major department store chain in the UK and online retailer. But customer service issues have raised questions about how trustworthy they are. This comprehensive review analyzes House of Fraser to determine its legitimacy.

Background on House of Fraser

Founded in 1849, House of Fraser established itself as a prestigious British retailer with expansive stores carrying fashion, homewares and more. The company was purchased in 2014 by Chinese conglomerate Sanpower.

In 2018, House of Fraser underwent an insolvency process and store closures, though it continues online retail. The ownership changes and restructuring have led some to question its current operations.

However, as an iconic brand with a long history, House of Fraser seems intrinsically legitimate at first glance. Let’s examine more objective trust indicators.

Analyzing Online Reviews

customer reviews provide valuable insight, so let’s analyze House of Fraser’s ratings:

• Sitejabber shows a mediocre 1.2/5 stars from 198 reviews citing order issues.

• Trustpilot yields a fair 3.2/5 from over 83,000 reviews, with complaints of poor service.

• Facebook shows 2.6/5 stars and criticisms of unfulfilled orders common.

• While not all negative, the volume and consistency of issues in reviews is concerning.

Reading the feedback paints a picture of a retailer where legitimate customers too often face problems, rather than receiving expected service.

Examining Operational Details

Beyond reviews, other legitimacy markers include:

• House of Fraser maintains extensive information on its history and management.

• Contact details include various channels and physical headquarters.

• Clear policies exist but mixed ability to fulfill promises is a consistent complaint.

• Products come from trusted designers but quality concerns arise in some cases.

So on the surface, House of Fraser presents like a real company—but reviews show service regularly fails to meet expectations.

Potential Culprits for Poor Service

What could explain House of Fraser’s struggles? A few possibilities emerge:

• Over-expansion and debt led to 2018 difficulties, still impacting operations.

• Outdated inventory systems not optimized for e-commerce demands.

• Understaffing of customer support leaves calls/emails unaddressed frequently.

• Transition of ownership added instability during restructuring period.

While all signs point to a legitimate company at its core, internal issues appear the most likely culprits for spotty trustworthiness based around customer dissatisfaction.

Weighing the Risks as a Customer

For shoppers considering House of Fraser, the risks involve:

• Potential delays, lost or incorrect orders without compensation.

• Frustration of unanswered questions or returns due to poor support.

• Buying items without the level of service expected at a major retailer.

However, outright deception is unlikely given extensive history, locations and policies. Many positive reviews also exist.

So experienced online shoppers noticing these caveats could still find value—but expectations must match reality of occasional dissatisfaction. New customers remain somewhat cautioned based on consistency of problems.

Alternatives for UK Shoppers

Here are some reputable alternatives for those hesitant to risk issues:

• John Lewis – Gold standard customer service on quality brands.

• Debenhams – Comparable selection with smoother online operations.

• NEXT – Strong fashions and reliable fulfillment/returns policies.

• Selfridges – Premier luxury goods but high priced relative to selection.

• ASOS – Diverse inventory shipped quickly though returns costlier.

• Amazon UK – Vast assortment across categories with Prime perks.

While House of Fraser looks to improve, these nationally-trusted retailers provide competition without the legitimacy questions raised by spotty fulfillment standards. Individual needs will dictate the best fit.