. . . to be massively disappointed in House of Fraser?

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Just had a really poor shopping experience with House of Fraser. First of all, there is no free delivery or click and collect option, even to have an order delivered to a store costs almost £5. I bit the bullet and placed an order to be delivered to the Manchester store (as I'm out at work and would miss a home delivery), however they then emailed me to say they couldn't deliver one of the items so they were refunding it. That was annoying, as I'd ordered one item in two sizes and the one I had better hopes of fitting was the one they were cancelling.

I duly picked the item up from the store when it arrived 3 days after I ordered. Sadly, it didn't fit, so I took it back to the store around 3 days later as I noticed that there is no free returns label (unlike Debenhams or John Lewis etc.) and I didn't want to pay for postage. After being turned away from two tills because they were closed (in spite of several HoF employees milling around) I finally found someone who was willing to process the return, only to be told that they wouldn't refund my payment card and the only option was an exchange or gift card.

So now I'm committed to spending a hefty amount of money in House of Fraser to get rid of this gift card, and I'm out £5 delivery, all with nothing to show for it as they cancelled the item that probably would have done the job.

I know that TECHNICALLY they haven't done anything wrong, it just doesn't compare well to other retailers. As soon as I've got rid of this gift card, I won't be shopping there again.

Just needed to get that off my chest as there's no email address to send a complaint to, just an annoying live chatbot or postal address 😄

It’s because of the recent takeover by sports direct. It’s total chaos atm, YANBU.

It kind of demonstrates why they're in the poo, doesn't it? They really haven't quite caught up with things.

It's sport direct policies. Another reason I won't be shopping there again.

I placed an order just before christmas and it was a nightmare, I didn't realise at the time of ordering!! I ended up sending it back by post, but I had to pay for the postage but at least I got my refund back on my card. It cost me just under £4 to send it back, so I was down £9!!!

I said to my self I would never shop there again, even buying something from the store! It isn't worth it!

Surely you are entitled to a refund under distance selling regs as it was an online order?

They also have concessions and although you can order through HoF, it’s a nightmare to return because they aren’t the retailer. It was poor before Mike Ashley took over too.

Our HoF closed on Friday, so no future problem here.

I loved HoF, even worked there when I was at college. Won’t shop there now, expensive click and collect, no refund at all even within 14 days and lining the pockets of the guy who owns sports direct. No thanks.

I don’t mind paying for click&collect as they obviously have to ship it to store but not the same as or more than delivery when it comes with their other deliveries and doesn’t involve and outside courier.

Their website absolutely sucked - kept crashing and was diabolical when all I wanted to do was browse. This is even before they went almost went into administration.

We were caught out with HoF when DH made a big order and then returned some of the items just before they were into administration. We were never credited for them and 3 months later the items arrived back in the post and we were told it was too late to get a refund!
Had to take them back to the shop to get a credit note. Now we've got a £200 gift card which I guess we'd better spend it before they actually go out of business.
Never going to shop in there again.

Lesson well and truly learned . . . sounds like it's only a matter of time before it goes under. How awful for people who work there 😣

Russell’s right. Anything you buy online (not personalised or perishable) you are entitled to a refund I’d returned in 14 days.

You can’t override the law with your own ts and can.

T’s and C’s

We had a £25 gift voucher from before the crash.

We didn't like the look of anything, so kept putting off using it. We then had to get the voucher re-released due to the rescue deal, and finally agreed on some towels (over a ot of other hideous stock).

My husband was all for collecting in store to get a £5 voucher to refund the £5 delivery, until I pointed out how arsing long it took to use the first one.

When your stock is not appealing, don't double down and make it impossible to buy anything!

I spent my voucher ages ago, when the bad news started circling.

Yes they have done something wrong.

As you ordered online, you are absolutely entitled to a refund back to your original payment method.

The fact that you had it delivered to the store is of no consequence at all.

They have t refund delivery too (but only their cost is "standard" delivery, not extra (eg if you paid more for next day or specific time delivery)

Cost of

I ordered some dresses recently for a funeral and took 9 days to deliver (day after funeral). So sent them back and purposely posted in ordered to get refund plus send recorded so ended up being about £5 down then it took 30 days for refund.

Won't be buying on line from them anymore.

It did go under. They put out an appeal months ago for people to help them by using them and shopping there. It didn’t work.

Now it’s owned by Mike Ashley; it isn’t going to be a luxury shopping experience.

It’s very sad to see another major name disappear from the British high street, but it didn’t really keep up with what it was meant to be. Not as high end as selfridges or HN; not even as high end as JL, despite selling a lot of the same stuff; the shops looked like jumble sales; and it was hampered by high rents and rates. It needed a lot of love from the public and some common sense at the top and it didn’t get it. Now it’s Sports Direct with designer labels, and I don’t envy the staff after reading about the working conditions for Sports Direct employees.

Debenhams will probably be next

Wow, didn't realise about the no refund thing or the £5 charge to deliver to store.

Won't order online with them.

How about if you buy in store, if you change your mind can you get a refund. I'm guessing not.

I recently had an awful customer service experience too. Ordered DH two jumpers in the same size for xmas. Ordered two so I knew one would definitely fit and would return the other. I didn’t realise that they would not refund in store, so I had to send one back and pay for return postage myself. Jumpers were £100 each, which is alot for me, so was hoping for a quick refund. Nope, after much emailing (all ignored) I stumbled across someone else on Twitter who had the same experience. She DM’d me and gave me one of the HofF bosses email addresses. So after over a month of waiting, my refund was processed within minutes of me contacting him. After doing lots of research, it seems they are pulling all kinds of tricks, from saying that returns were sent to the wrong place to not being received at all. Never, ever again will I shop online with them.

I tried to use a 'high street' voucher issued only a month ago that stated you could use it at HoF. They refused to take it which was really annoying - citing the takeover.
Stock was reduced, looked shabby etc.
It's a real shame as it's a bloody good shop! (Or used to be). And I like Warehouse and there's no other branch here.

I agree their website sucked, too much on there but used the 'infinite scroll' mechanism which meant it was a massive PITA to browse.

So is their policy not to refund cash now?

How about if you buy in store, if you change your mind can you get a refund. I'm guessing not

Only if faulty, not fit for purpose or not as describe.

Wouldn't be entitled to a refund just because you changed your mind/doesn't fit. As it's deemed that you would have ample opportunity to inspect the product before purchase. A lot of stores will allow returns if bought in store if you changed your mind, but they're not required to.

Goods bought online/over the phone are covered consumer contracts regulations 2014.

Goods bought in store are covered by consumer rights act 2015.

I’ve shopped there a lot over the years, usually online. This making it awkward for refunds etc will run them into the ground again.