to be furious at House of Fraser

[Ifonlyiweretaller]

I buy a lot online from them - often in two different sizes so I send a reasonable amount back, however I do also keep a lot. Recently bought 3 items, kept 2 and retuned one as it was way too long in the arms. Today I received the item back with a letter saying it had been rejected by the 'Ecomm support team' as it was 'not returned in its original condition'. To say I am annoyed is an understatement.

I phoned customer services, who were really helpful and checked the report they'd received ( for some reason this specific information was not included in my letter) and it said the item appeared worn and had make-up on it. It still had the darned labels on! And it was in exactly the same condition I had received it in. I am always careful to make sure I don't mark anything, so can only assume it was on before it was dispatched to me.
I am absolutely fizzing about it. Customer services suggested I send it back again and emailed me a pre-paid return label so I can send the item back (again!) along with a covering letter, but am not sure this will end well.
Has anyone else experienced this and succeeded in getting a refund?

[Doglikeafox]

Well have you checked the item? Does it appear worn and have make up on?

[NarkyMcDinkyChops]

I don't see why you are furious. If the top has make up etc and evidence of wear, they have every right to reject it. If it really was like that when you got it you should have detailed that when you returned it.

[harderandharder2breathe]

Well does it have make up stains on it and appear worn?

If not it may just be a mistake so photograph it for evidence and send it back again.

[Ifonlyiweretaller]

There was a tiny bit of foundation on the back of the inside of the neck And I mean tiny. I had to look for it! It is a low vee neck chiffon type top from Mint Velvet and was scrumpled up in the tiniest little plastic bag when it was returned to me (and it was originally delivered in one similar). I don't inspect something in detail for 'looking worn' and 'having make up stains' - if it doesn't fit it doesn't fit. Simple as that.

And no, it doesn't appear worn to me, just crumpled due to poor packing (on their part on both occasions - I just had to make it fit back in the bag they sent it in as it had the bar code on it!).

[OracleofDelphi]

I just had this with HoF ... long story short I bought DH a body warmer from my mum for Xmas ... mum cuts tag off, and low and behold it doesn't fit ! I have receipt as bought online and HoF store and customer service refuse to take it back as it doesn't have the tag ...

I go to website and read the t&c which states they will refund you minus the difference if the cost to repair the item ( i.e. In this case add a tag into it ). I returned it to the warehouse with a letter stating nowhere in their terms can they refuse and 4 days letter - all they can do is deduct the cost of replacing the tag ... I had an email confirming my refund in full !

I wasted ages going to the store and calling customer service ... So imo I would write the letter and return to warehouse . Frustrating as it was sent to you in that condition, but I now know that just because the store and customer service say it - doesn't make it true !

[PaulAnkaTheDog]

But... There was makeup on it! How can you be hacked off that you didn't get a refund for returning a product that had makeup on it?!

[nancy75]

It could have arrived with make up on it, it might have been bought & returned before the op got it

[Pigeonpost]

So there was make-up on it then? I think your fury is wasted in that case.

[HermioneJeanGranger]

Thing is, they've just received an item with make-up on as a return - they're following process and rejecting it because they can't re-sell it to someone else as a result.

What else do you expect them to do? They're not going to give you a refund when you've returned a clearly worn item that they can't sell on.

[Ifonlyiweretaller]

So if they're following procedure...why did it get sent to me in that condition? I absolutely KNOW I did not mark the top myself, so their 'procedures' are clearly flawed as I received it in that condition. I have never before felt the need to examine clothes for make-up etc when ordered online. Am I missing something and is this something everyone else does?

[HermioneJeanGranger]

But how are they supposed to know that? Presumably loads of people try the wear and return trick and hope to get a refund. They're not going to refund on your say-so when the top has make-up on

[Auspiciouspanda]

You tried to return an item that has a make stain on it, don't really know what your furious at.

[bunnylove99]

It's a shame OP, if the foundation isn't yours but I'm sure all will be sweet when you explain you are a good customer. I'm glad they do check for these things/labels etc. I bought several items in store in January. When I got them home and hung them up it was apparent to me one of the dresses had already been worn and returned to store - yuk. I hadnt realised in the store. They are just trying to minimise things like that. I guess we should all be checking items more carefully on receipt.

[haveacupoftea]

Just tell them the reason you returned it was because it had make up on when you received it.

[SuperBeagle]

Yes, but not with House of Fraser.

I had them clarify with me that not all of the items shipped are sent from a warehouse. Some items are sent from individual stores, and therefore may (rarely, of course) have marks on them when they are sent to you. This will depend on the demand for a particular item, and how much stock is available in the warehouse versus in stores.

So, attempt to clarify with them whether or not the case is the same with House of Fraser.

FWIW, my return was accepted in the end.

[Ifonlyiweretaller]

Quick update - although it has taken them 3 weeks, House of Fraser have contacted me and confirmed that they have refunded the full amount.
A satisfactory outcome in the end - no reason or explanation, just full credit. Thankfully...