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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think House of Fraser’s refund policy is another nail in their coffin

481 replies

Bearbehind · 04/11/2019 19:34

I bought several expensive and heavy items online with the intention of choosing 1 and taking the others back to my local store for a refund

Turns out you can only exchange or get a credit note in store

If you want your money back you have to post it back at your own cost

Given the weight and value, I’m nearly £30 down for the pleasure.

Surely they can’t afford to piss customers off by refusing to refund in store - what difference does it make to them?

Very expensive lesson learned!

I will never buy from them again

OP posts:
Chloemol · 04/11/2019 22:55

Never shop there for this reason

MintyMabel · 04/11/2019 22:55

It’s hardly surprising if a bloke who ran sports shops known nowt about women’s market.

Because women don’t buy sportswear?

Because men don’t shop in HOF?

Because he runs the entire company single handedly and doesn’t employ people who do know about these things?

There are many reasons to stay away from SD, this isn’t one of them.

ZenNudist · 04/11/2019 23:04

More a mistake for not checking their delivery and return policy. I rarely pay for delivery and don't order if returns aren't free. Like you I tend to order different colours and sizes and keep some not all.

I think HoF are on their way out. You cant do luxury goods with sports direct shit ethos and service.

Mind you ds loves sports direct and I quite like blacks so Mike Ashley companies not irredeemable.

I learned my lesson early on with sports direct. I dont pay their delivery in store charge (cheeky) and if I buy I write off the money as only being spendable in sports direct. Which is fine as ds gets through clothes (keeps growing) and always needs sports gear.

Bloodless · 04/11/2019 23:08

It’s probably because the refund will have to come from how you paid it (you might have paid by card but the system is likely different & separate to the card system in store).

I have a store & online business & both are separate systems, but because I am a small Independant store I could refund you in store. But would have to Do it online & not the usual way. I can see if it was a massive company like HoF that it wouldn’t be possible.

PoloMama · 04/11/2019 23:22

Try using Parcel2Go to find the cheapest returns service.

nestisflown · 05/11/2019 00:00

Mind you ds loves sports direct and I quite like blacks so Mike Ashley companies not irredeemable.

Only if you think zero hour contracts, poor working conditions and cost cutting shitty customer service is likeable. He is a one trick pony, takes over a retail company and strips it down to basics so that the employees and customers bear all the risk and hey presto, fat profits for Mr Ashley.

And I agree with you OP- I had a horrific experience shopping online with HoF this summer. Never again. Which is a shame because I used to like their store.

raisinseverywhere · 05/11/2019 08:30

The problem is, once the customer service goes the theres no real reason to shop in places like HofF. I went into HofF Oxford Street a few months ago and saw some Oasis dresses that I liked. I took them into the changing room, which was so incredibly overheated. Crazy hot, with fans everywhere that did nothing. So I didn’t try on the dresses, went home and ordered the same dresses online from Next, tried on at home and took back the ones that didn’t fit. HofF need to to improve in every way to compete.

Original poster
Bearbehind · 05/11/2019 08:52

Did you have to return with Royal Mail OP?

The returns note suggested Royal Mail. I did check Hermes but the weight and value meant there wasn’t much in it and RM is a next day service

I could see HOF being funny about using other couriers if they are so backward with their customer service and specifically mentioned RM

OP posts:
Original poster
Bearbehind · 05/11/2019 09:14

It’s probably because the refund will have to come from how you paid it (you might have paid by card but the system is likely different & separate to the card system in store).

Every other high st retailer manages this just fine.

This stuff is all perfectly possible, they are just choosing not to do it, which is clearly up to them, but it’s not hard to work out why they are on their knees as they are just not keeping up with the competition

OP posts:
HighNetGirth · 05/11/2019 09:22

Mike Ashley has ruined HoF.

DGRossetti · 05/11/2019 09:23

A lot of stores online presence is managed as a completely separate venture. Crucially, the systems used won't align. So the instore system will have no idea what is going on in the online system (and vice versa).

Effectively the online store is a franchise of the store.

On the basis that 10 years ago I was sitting through research forums discussing "multi channel" and (more relevant here) omnichannel, businesses that go "do what ?" in 2019 are choosing their own demise.

adaline · 05/11/2019 09:28

Mind you ds loves sports direct and I quite like blacks so Mike Ashley companies not irredeemable.

Totally ignoring the fact the working conditions are shocking, staff are treated appallingly and both companies are full of people on zero hour contracts.

They're cheap for a reason.

Original poster
Bearbehind · 05/11/2019 09:33

A lot of stores online presence is managed as a completely separate venture. Crucially, the systems used won't align. So the instore system will have no idea what is going on in the online system (and vice versa).

Even if that is the case, every other high st retailer I’ve used finds a way to make it work and accepts on line returns in store

Has anyone encountered this with any other high st retailer?

OP posts:
janetheimpaler · 05/11/2019 09:40

They had the worst return policy before new management. My 13 year old daughter bought me a pair of boots for Christmas for £50. They were too small, so I followed their return policy, put the suggested label on them and posted them back. They said that they never received them and that they should have been sent by registered post. I ended up having neither boots nor a refund. Their attitude was appalling. Maybe the culture of the previous company carried over.

Bitofeverything · 05/11/2019 09:43

I’ve stopped using shops that insist on credit notes. Ikea do this (even on items that are not as described and come online.)

Barbarara · 05/11/2019 09:46

@Lazypuppy It never occurred to me before that a return would count against a salesperson’s record. Does that mean the person who sold the item to me (whose details are recorded on the receipt) or the random person rostered on the day I return it?

nestisflown · 05/11/2019 09:52

@Bitofeverything I didn't know that about Ikea

even on items that are not as described and come online

That's illegal if true

Thismummyruns · 05/11/2019 09:55

After my partner had an issue with a faulty Xmas present last year and the problems trying to get a refund we made a promise that we would never set foot in our local store again.

It's like a jumble sale in there now and the staff that he encountered on his 2 separate trips to try and return the faulty item were next level rude.

Used to love HoF.

happilybemused · 05/11/2019 09:57

Sports Direct have also taken over Jack Wills.

I went in to buy a hoodie for DS and they have the same policy. They will only exchange or offer a credit note.

No refunds.

MrsMaiselsMuff · 05/11/2019 10:06

YABU to shop in any of Mike Ashley's stores. I'd rather pay more or go without than put money into his pocket.

When HoF go under I hope that John Lewis and similar retailers will proactively take on HoF staff. None of this is the staff's fault, but they will be the ones that suffer when things go wrong. Ashley will still walk away with millions.

adaline · 05/11/2019 10:07

It never occurred to me before that a return would count against a salesperson’s record. Does that mean the person who sold the item to me (whose details are recorded on the receipt) or the random person rostered on the day I return it?

@Barbarara whoever deals with your refund that day. Any returns I deal with go against my figures for the day/week. If someone's figures are consistently poor, they are unfortunately pulled up on it by upper management.

There's a reason sales staff hate processing refunds!

MrsMaiselsMuff · 05/11/2019 10:08

Ikea definitely give refunds, for online sales and store purchases. They also offer free returns.

Barbarara · 05/11/2019 10:22

@adaline thank you for explaining that. I’m genuinely stunned that would be the case. What a bizarre policy.

Anyone know if it works like this in all shops? I really would rather direct my spending towards companies that treat their staff decently, and their customers pleasantly.

DGRossetti · 05/11/2019 10:26

A lot of stores online presence is managed as a completely separate venture. Crucially, the systems used won't align. So the instore system will have no idea what is going on in the online system (and vice versa).

Even if that is the case, every other high st retailer I’ve used finds a way to make it work and accepts on line returns in store

Well it's work of a moment to fit a terminal that links to the online store (or at a pinch just use an app on a smartphone instore). Which is why it's even more pisspoor when it's not done.

Feel free to draw your own conclusions about the management style, strategy, and attitude to the customer, and act accordingly.

Bananashake · 05/11/2019 10:33

@Barbarara from my experience of retail the only stores that have this policy is stores that customer assistants are on commission. So none of the big stores like m&s primary etc but tends to be upmarket stores or concessions with department stores. Generally if the sales people seemed determined to offer you a belt shoes or bag to go with your outfit (that you haven't asked for and don't want) they are on commission.