Customer Success

Case Study


House of Fraser

Our client
House of Fraser is the UK’s leading department store, with more than 60 stores across the UK and Ireland and a vast history that spans over 160 years.  Its USP is to offer premium branded fashion, beauty and homeware products at competitive prices, and as well as being an established player in the UK retail market, the company now has international reach through its online proposition.


The challenge
Our partnership with House of Fraser is centred on our provision of a fully integrated solution for the sale of their products via eBay; enabling them to maximise the potential of this sales channel by offering an efficient, streamlined and cost-effective operation.


Our approach
The range of products sold by House of Fraser is hugely varied in terms of type, size and weight, so it is key that we understand this and continually tailor our service to meet our client’s needs. Using our in-house warehouse management system, we’re able to receive everything from garments to home ware from multiple House of Fraser channels, and our skilled warehouse team use state-of-the-art equipment to reconcile the stock with maximum speed, efficiency and accuracy.

Once the inbound journey is complete, we manage the inventory and handle the fulfilment of all eBay orders, offering our client the benefit of our strategic partnerships with the major UK and European carriers through a bespoke pricing matrix and competitive delivery rates. Our in-house customer service team also supports House of Fraser beyond order delivery, handling all eBay customer communications and feedback resolution on their behalf. We provide additional logistics services including quality control, rework and store transfers too.


The result
Our objective is always to ensure that House of Fraser’s eBay customers receive their order quickly, accurately and efficiently and have the best possible experience from start to finish. We’re proud to say that we have helped our client become one of the biggest fashion retail outlets on eBay, consistently boasting a feedback score well above 99% and achieving ‘Top Rated Seller’ status.