House of Fraser

Shopping , Electronics Marylebone
  • 2 out of 5 stars
(2 user reviews)
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House of Fraser

The London flagship branch of this reliably good department store chain has had a revamp of late. Well aware of the competition for Oxford Street shoppers’ footfall, House of Fraser have gone on something of a campaign to secure exclusives to edge its fashion offering above that of its neighbours. In recent years that has meant the HOF is the only stockist of the re-launched Biba line, including its lovely new lingerie line, a concept boutique by LOVE Moschino, East end thrift finders Assembly Vintage, Farrell by Robbie Williams (who launched the range in person). But arguably the jewel in the HOF crown is the Mary store- a wonderful shopping experience designed by retail guru Mary Portas to target the needs of the forty something stylish shopper. The department is reached via dedicated orange lifts (modestly recalling the garish shade of Madame Portas’s terrifyingly unmoving glossy bob). The stock, a mix of hand-picked grown up high street pieces from Whistles and J Brand along side Portas’s own name label, is beautifully presented. Customer service is the best on Oxford Street- with a uniformed bell boy on hand to fetch extra sizes to the changing rooms, and a ‘moan phone’ allowing you to leave feedback messages of congratulation or complaint. Plans to roll out the hugely successful ‘Mary’ concept across the UK are coming along predictably speedily, but for the time being you’ll find it only at House of Fraser Oxford Street. And for that reason, the main problem with the department is how unbearably busy it always is.

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Venue name: House of Fraser
Address: 318 Oxford Street
Opening hours: Open 9.30am-8pm Mon, Tue; 9.30am-9pm Wed-Fri; 9am-8pm Sat; 11.30am-6.30pm Sun
Transport: Tube: Bond Street tube
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Tara P

Unfortunately this branch of House of Fraser really needs a staff overhaul, as the customer service did not do its collection of stock justice. 

Having received lukewarm service in the changing rooms I went to try and purchase a dress, walking the entire first floor before finding an available salesperson to take my money. This lady proceeded to ignore me at her till, before asking the girl next to her to serve us (despite the original girl doing nothing of note). This second salesperson proceeded to take 2-3 minutes without engaging with us, continuing to talk to her colleague, and not putting the item through the till. There was one item! 

After several minutes of this I told them to leave it. If I'm going to spend £50 on a dress, I would like to be able to do so without being made to feel like an insignificant mannequin. Perhaps other customers are immune, but I will take my money elsewhere. Some re-training is definitely needed; and maybe a focus on employee motivation.

There's no point in an attractive store and good stock (the reason for the extra star) if customers face barriers trying to purchase them.  


Your photo is misleading, the women's clothing floor is painted black, incuding ceilings, and is oppressive and disorientating. Virtually no sales assistants.