I recently ordered 5 pairs of shoes from House of Fraser online and have encountered a number of issues that in my view would never happen before the takeover.
Firstly, at the point of purchase I wasn’t notified that we couldn’t get full refunds when you return to store, I only found out after travelling to the store to return 3 of the shoes (of which 1 one was faulty - different sizes sent) that I couldn’t get a full refund in store. This needs to be very clear at the point of order instead of it being hidden down in the small print.
Secondly, following the lack of help from the store I posted the 3 pairs of shoes back to the warehouse as advised (registered delivery at my own expense) - the website says I’ll get my postage costs refunded if I’ve received a faulty item. I then contacted customer services (email only) to notify them of the faulty item and request a refund - I was told I wouldn’t get a refund until the shoes were scanned in as faulty.
Thirdly, of the 3 shoes returned - I’ve now received a refund for 2 out of the 3 shoes including the faulty pair but not the delivery charge even though it has been scanned in as faulty. To further worsen this experience, I am yet to receive a refund for a 3rd pair of shoes and after chasing twice (again all by email), I’ve now been told that the shoes were returned back to me as it was ‘deemed’ used by the returns team. This is ridiculous as the shoes were sent back exactly as received - I bought 5 pairs of shoes, kept 2 and returned 3 including a faulty pair. Why would I return the shoes if they were used, given I’d kept 2!!! Makes no sense.
Just to be clear, I have since not received the shoes, the delivery charge or the required refund.
This whole experience has been so bad such that I will never again shop at House of Fraser online and would actively discourage anyone from doing so. It would be much better if one can actually speak to a person who can help instead of having to send multiple chaser emails with no human contact.
Can you please get someone to review and get back to me as a matter of urgency, my order ref is - HOF40000068239431 and I’d expect a refund on the outstanding amount please.
Many Thanks!
2 years ago
House Of Fraser has a
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