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House of Fraser online order returned - refund given in e-vouchers?
I ordered some things last month on the HoF website. Unfortunately they weren't right so I sent them back. I got an email today saying they had processed my refund and since I'd paid with vouchers, they were refunding me in e-vouchers. I paid with visa debit. Is it standard operating procedure to just send an e-voucher or have I got caught up in an "it's Christmas, everything must be a present" type of thing? I've got on to their customer service, but it'll probably be a couple of days before I hear back from them, and I've only just sent back another top, which I don't want an e-voucher for...
I had the same problem with paperwork, when they did send it it was in a really stupid format that made it difficult to print off the returns label which was tiny. I was sent an e-voucher too but think it was because I didn't get it back within 14 days, they did refund postage though.
I'd be bloody annoyed about the parcel arriving like that. I'm pretty sure I got the return back to them in the allotted time, but even so, the email I got from them says "The eVoucher replaces the voucher you used to purchase." Postage was free, so that shouldn't be an issue.
I shall give customer service the spirit of Christmas benefit of the doubt until I hear otherwise...
Actually, Carol, under what used to be called distance selling regulations, a purchaser is entitled to a refund, for any reason, for products bought online but with a 7 day limit (info here www.which.co.uk/consumer-rights/regulation/distance-selling-regulations). Anyway, the dispatch note from HoF gives a 21 day limit for "refund to original payment method". There is also a note that gift purchases will be refunded by evouchers, so hopefully it's just a mix up.
I had this too. I'd ordered something online to collect in-store. I wasn't able to collect it, so it was returned by the store to the warehouse. Due to a delay in processing the return, it didn't show up on their system until more than 14 days after the initial order. I rang customer services, and they cancelled the e voucher and refunded my debit card.
I was caught by this. I ordered a pair of boots and thought I had 28 days to return them. When I was packing them up I noticed it was 14 days and I was on day 12 so there's no way they would have got back in time. I phone customer service and was told that if I returned them via Collect Plus I SHOULD get the cash refund even if the boots didn't arrive back within 14 days but they couldn't guarantee it.
As the boots fitted and I liked them I decided to keep them as I didn't want HOF vouchers as I rarely shop with them as I don't really like the store.