House of Fraser

I had to return 5 items from my order from House of Fraser. As soon as I submitted the return, I received an email, informing me that I was returning 1 item only with the reason that I never chose as an option for any of the returning items. The attached return label however was correct, so I asumed that the message in the email was a system error.
Few days after posting a return I have received a refund for 1 item! What a coincidence!

Tried to contact the customer service via chat. After waiting for 15 mins, chat was closed saying that I took too long to respond!
Sent an email and got a responce that they can not overrule the warehouse decision, therefore I should accept only 1 item being refunded!
Contacted them again, asking for investigation as to where the rest of the items gone, was told again that the person who received a delivery confirmed it was 1 item only.

Sent several emails asking which warehouse was the return processed at, if they actually have opened a parcel and asking to check CCTV. Guess what? All my questiones remained unanswered.
Every responce takes 5 days to a week.
Asked for a customer service number, was told that it does not exist.
After 4 weeks of exchanging emails back and forth, they finally asked for a proof of postage. Evry however already used the same tracking number for another delivery!

It either seems that their staff are stealing and they are not doing anything about it or perhaps they are doing it on purpose, so they can just relist stuff on their website and sell it again. Double profit!

They stole £185.00 worth of goods and trying to sweep it under the carpet!

I purchased a discount handbag online from house of fraser. The handbag arrived beautifully but after I opened it, I found a blue copy of a return slip of another customer that the handbag was returned to house of fraser because of faulty. Then I looked carefully, I found that 2 buttons were broken in one side of handbag. I was disappointed that house of fraser sent a rejected faulty item directly to another customer.
I took the handbag to their collection point to return. What I got from the store was a tiny piece of receipt. House of Fraser told me that it would take 21 days to process refund after they received the returned handbag. Unfortunately, after a month, I totally forgot about this and very likely, I mixed the little receipt with my other shopping receipts, and I lost it.
Now, they claimed that they never received the handbag, and insisted to have the receipt to proof of return. I went to the collection store, they said they didn't keep any record and refused to help. Meanwhile, House of fraser claimed that without the receipt, they would not process, despite I had already given them the date, time and address I returned the handbag.
I asked them to investigate 1. Why did they sent faulty items to customer
2. Check with the collection point
House of fraser refused to do so. That tiny receipt of return costs me £168.
House of fraser shouldn't have sent rejected faulty item to me in the first place. They put all the blame on my little receipt. This is so irresponsible and unfair to me. They emphasized their care and good service to their customers but they refused to take any responsibility on this incident. If they didn't send me a faulty item, I wouldn't need to return.
House of fraser, shame on you.

I placed an order on 24th March for a table tennis table. Not cheap at £400. It was for my son's birthday... in May. I only ordered from House of Fraser because it said it was in stock. Bar the email stating my order had been received nothing more... After two weeks I tried to contact them but no phone line just a contact form with auto replies using, quite frankly, Covid-19 as an excuse. After about the third contact form being sent I finally got an email saying my order had been processed. That was on the 17th of April. But what does processed mean? No estimate whatsoever of delivery date. Further forms sent. Finally some info on 23rd April stating I'd get tracking numbers. I never did. I did get a text from SD.com. Who? Then i realised Sports Direct. No wonder I'd had such bad customer service. The table finally arrived on 25th April... but another surprise was in store... despite being a metal table tennis table it was broken. Opening the box I found that the table was not just dented but part of the frame had been completely ripped off. It's so big I can't even take it to the tip. So more (non!)contact forms only automated replies and my son's birthday came and went.

For clarity:

Covid-19 can only be used as an excuse for so much. This is just disgraceful customer service. Continually using Covid-19 as an excuse is disrespectful to those who have suffered from the virus.

Time for a claim via my credit card under Section 75 or a trip to the small claims court. If enough of us demand our money back from Mastercard/Visa then hopefully House of Fraser will no longer be able to take payments via them.

I used to respect House of Fraser and viewed them as a reputable company with good customer service. No more. It's a shame they were ever taken over. At least if they'd gone to the wall prior to the take over they'd have gone out with their reputation intact. With customer service like this they WILL go out of business. The only difference is that their customers will be glad.

Don't BUY
NO CUSTOMER SERVICE
AT ALL
LUMBERED WITH£ 55 BROKEN GOODS
CEO YOUR A DISGRACE
SOET YOUR STAFF OUT!+!

The grinch had struck. We all know the story...

Every who down in Little Ireland likes a bargain a lot, but the who down in HOS in Ireland does not!
The grinch hated Christmas, the whole Christmas season,
Now please don't ask why, no one in HOS knows the reason,
It could be perhaps, that their margins are too tight,
It could be instead, that they couldn't give a s**ite
But I think that the most likely reason of all,
May have been that they are heartless and Ireland's too small
But whatever the reason, their heart or their handbags
They stood their on Christmas hating the you know who's
Staring down from his perch in the Customer service Department
He is hanging his stocking, he snarled with a sneer
I must find some way to stop his Christmas cheer
I must make it stop.
I' ll think of a way
Perhaps "security issues " might bring sway
Poo hoo to the who's the grinch he was humming
As he knew now that no handbag was coming
From my email he heard but this sound wasn't sad
Why! This sound sounded glad
Maybe Christmas after all doesn't come from a store
Maybe Christmas after all means a little bit more