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AIBU?

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Original poster

House of Fraser - huge deposit lost

15 replies

legofansmum · 04/09/2018 06:52

Start of June my mum- just widowed and a pensioner- paid £700 as a deposit on a three piece suite from a House of Store. The sofa was to be made by a good quality brand and delivered in August.

No suite came, several phone calls made to House Of Fraser (we were worried as we knew by then they'd gone into administration ) They repeatedly told us that they were just waiting for it from the manufacturers and it was just a little behind time wise.
They finally admitted yesterday that we won't receive and the money is lost.

My poor mum, she can't afford to lose the money and it's too much for her after losing my dad. He had a terrible illness and cared for him for a long time. The lounge being repainted and new suite was to try and help her.

Unfortunately she paid using her debit not credit card. Did anyone have any tips please? I've emailed House of Fraser like it says- however social media complaints say people have been waiting weeks without any response.

Thanks

OP posts:
brizzledrizzle · 04/09/2018 06:54

Have a look at https://www.which.co.uk/consumer-rights/advice/how-do-i-use-chargeback as this may help.

I hope so Thanks

Original poster
legofansmum · 04/09/2018 07:42

Thanks, will see what can do.
Unfortunately I work in a school, so hard to physically get into bank with her to assist.

OP posts:
NC4Now · 04/09/2018 07:45

We got money back for a carpet we bought on debit card when the firm went bust and didn’t deliver the goods.
That was HSBC.

sexnotgender · 04/09/2018 07:47

Some card providers will refund despite it being debit rather than credit. Doesn’t hurt to ask.

treaclesoda · 04/09/2018 07:52

This is slightly off topic but it struck me recently. My parents were very financially savvy and had all their affairs in order. However, when my father died, my mother's credit card was cancelled by the bank because it had been one account with her as a secondary card holder. And as an elderly lady who has no salary (although she does have an income from investments) they wouldn't consider an application in her own name. At the time I remember thinking 'there's something that worries me about this, there is a reason why credit cards are better sometimes' although I couldn't put my finger on what it was. And this is what was in the back of my mind.

I am so sorry for your mother, what a terrible situation.

Phillipa12 · 04/09/2018 07:53

I have got money refunded to me on a debit by my bank. Very easy, you fill out a form and explain what happened with records of attempted retrieval, they reimburse you and then pursue the company for refund themselves.

Starlings27 · 04/09/2018 08:04

Hmmm. I'm waiting for a refund from HoF so I'm following this. Luckily I paid on my credit card via PayPal so if Idon't hear anything soon, I'm going to get then to get my money back.

SchadenfreudePersonified · 04/09/2018 08:11

I'm so sorry- your poor mum - she must feel like she's been kicked when she is down. Hopefully the advice given here will help her get her money back - it is a lot to lose.

KevinTheYuccaPlant · 04/09/2018 08:12

She needs to ask the bank to do a chargeback on the transaction if it's a debit card - you can do it online with NatWest, don't know about other banks. I was due to lose £1,250 for a hotel booking when Lowcostholidays went under and thought I wouldn't get it back because the transaction had been made outside the usual chargeback period, but because it was a payment in advance for something, they didn't consider the chargeback period to start until I'd received the goods or service, which of course never happened.

It took a while, because they had thousands of claims to work through, but I got the full amount back into my bank account.

charlestonchaplin · 04/09/2018 08:12

Starlings You do know you will have to claim from PayPal, not your credit card provider don't you?

BlackandGold · 04/09/2018 08:14

Money Saving Expert is also good for these sort of queries.
www.moneysavingexpert.com/

Starlings27 · 04/09/2018 17:45

Yeah, I’m going to go through PayPal, then on the off chance I don’t get any joy, contact Barclaycard.

lifecouldbeadream · 07/09/2018 20:40

Could you contact the manufacturer and ask if they would make it for her direct? What she’s paid so far is likely HOF profit- so the manufacturer may be prepared to. This happened to my parents years ago with a suite, and the manufacturer did this for them.

Starlings27 · 17/09/2018 08:52

So I have an update. Ive b en on holiday for a week and thought I’d sort this out with PayPal when I got back. Got back last night, card through from the post office... went to the sorting office this morning and it’s my item returned to me! It must have been bounced back since it arrived the day they went into receivership. I’m not sure what to do now - I certainly don’t want to post it off again, but obviously PayPal won’t help me with a refund if HoF can proof it was sent back to me... I can’t return it to a store as I bought it more than a month ago, and also if you pay with PayPal they won’t accept returns in store.

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