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.