. . . 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 😄

To get the refund back to your card and the postage returned you have to "cancel" the order. This means notifying them in advance of your intention to return the goods and returning them directly to the specified address (not to store).

I'm sorry for the staff but I would never shop in one of Mike Ashley's stores.

CHANEL have pulled all their make up stands from HoF stores due to the takeover as they don't agree with Mike Ashley,apparently.
Real PITA as I had a voucher and specifically wanted to spend it on CHANEL make up. And I had a voucher from just before the take over which is useless now.
Bit of a death knell altogether I think,such a shame.

SpamChaud no cash refunds in store. Only via post, but serious flaws in that.

Since Mike Ashley took over its dire, lots of the top name brands have pulled out and he's filling it with his sports direct brands.

I had exactly the same experience as the OP except that I was charged twice for delivery because the items came from different warehouses. Never again.

Not surprising as it's exactly the same as sports direct's returns product.

I got caught out with this - you have to return things at your own expense. I bought two items in different sizes via 'click and collect' and they would not take the second item back on the same day.
I no longer shop at House of Fraser unless in store (and then rarely), never on line.

House of Fraser was a hovel of a shopping experience long before Mike Ashley got his hands on it. It just doesn’t do anything well.

Ralph Lauren polo shirts are cheaper in Ralph Lauren, so what is the point of HoF selling them? Pretty much everything in HoF can be bought better elsewhere. The designer element is just so poor, as is the attempt at luxury lunches and champagne bars etc. It’s like a feeble attempt to imitate Harvey Nichols but people who spend that kind of money would just spend it in HN’s instead.

Then you up a few floors to the housewares section. It’s just sad more than anything, product lines and decor like something out of the late 80s.

Hard to see how it can be turned around.

I could have written your post op. Dress for dd for a wedding. Delivery was very slow, then couldn't get a refund to my card, so postage from them, then back (it was over 50 quid so PO "recommended" signed for) cost well over ten pounds. And then there's the influx of sports direct brands, which are frankly crap.

This is why I avoid Sports Direct and House of Fraser completely now. Appalling customer care.

Standard Sports Direct policy, I'd be amazed if it's not legal, there's no way SD wouldn't have been challenged if they aren't sticking to the letter of the law.

It's not that unusual not to be able to return an online order in store is it? I'm sure other retailers have the same policy

I stopped shopping at sports direct after learning about how it treated its employees and I only ever bought things that would not be returned as the no refund policy.

The British high street need to reduce so I'll be sad for those who lose their jobs but not sad if house of Fraser goes under.

You get a £5 voucher when you spend £5 on store delivery.

I ordered something online recently and went to the shop to collect it. Couldn't find the click and collect counter so I looked around for someone to ask. The first shop assistant was on her mobile phone. The next one was doing her make up on one of the make up counters. Then I found two together chatting to each other and totally ignoring me. I'm another one not surprised nobody shops there any more.

It’s such a shame. Our HOF used to be so much better than our John Lewis.

There's not much in House of Fraser you can buy for a fiver, though. So it's more of a sales tactic than truly refunding the delivery-to-store cost, in my opinion.

HoF is dead to me now. A Sports Direct business model doesn't work with a well-established department store.

I heard something on the radio the other day about Mike Ashley buying up another failing high street business, but I can't remember what it was...

I received an online order 2 days before they went into administration the first time.

I dont like mike ashley and so i wont shop there anymore. They dont sell anything i cant get elsewhere and the delivery is shit. If i buy an expensive item i at least expect it to be free postage.

Others experiences have confirmed what i suspected. Will continue to swerve.

I will never buy from HoF again. I sent a very expensive item back for refund, it was received the day before administration. I have no hope of getting the money back. It was returned because we needed the money.

Never again.

Mike Ashley doesn't need the money, he has a bloody great mansion in Totteridge. Greedy bastard.

It's HMV he's hanging his nose over. No personal loss to me, but a shame if another high street stalwart gets the Sports Direct treatment.

Yep happened to me and have now refused to shop in there again

Yep, that's Sports Direct's signature
"we've got your money, now chose some tack and fuck off" attitude
No wonder Mike Ashley s so bloody wealthy.

My partner bought me a Dayglow yellow rucksack for work commutes on my bike. The quality was absolutely shite!! I asked if I could return and spend the money on a better item. Got to the checkout and was duly told no cash refunds!!

Fuck Him!!
I'll stay clear now of the brands he owns.