House of Fraser

[Mrsgogginsthe3rd]

Sorry blatantly posting for traffic but I’m a bit panicked. Ordered a winter coat from them online but have since seen all the terrible Trustpilot reviews and things on their FB page!! I knew they’d been bought out by Mike Ashley but didn’t know it appears to be a front for a scamming op!!

Anyone any recent experience?

The coat was well over £200 and I was surprised they had it as it’s sold out everywhere! So having read the review feeling v suspicious that they probably don’t but now I’m not going to get my money back.

The order was via PayPal. My bank won’t block the transaction and even though it’s showing as pending with PayPal and hasn’t come out yet, PayPal are saying they can’t do an instant cancellation but they’ve put the cancellation in process but this means speaking to the merchant. I think part of the the problem is that HoF se to be extremely none contactable!!!

I need a coat winter coat desperately but don’t want to risk spending even more money!! I know if they took the money but never delivered it I’m covered by chargeback but this sounds like a long drawn out process, I can’t wait a couple of months before buying another coat!! Help!

You're over reacting based on stuff you've read on the internet.

Have you had any indication that your order has an issue? Have you had an order confirmation/dispatch information? If you have then why do you think that one of the biggest high street names would be "scamming" you?!

When it is meant to be delivered ? Sounds like you’re over thinking it at this stage , people are a lot more likely to post a negative review than a positive. You’re covered for the money so just wait for it to be delivered ?

They also seem to have a pretty standard customer service contact offering - don’t seem how you’re finding them difficult to contact

I would not worry, don't like Mike Ashley, but it is not like he is running an out and out criminal empire.

I think in the next few months HoF will be carrying out another "restructuring" (is closing even more of its shops). But that won't affect you.

If you don't get the coat, can you get the money back via PayPal?

I thought that was the whole point of using it, for the protection you get, like when you use it on eBay?

No tel no, only online chat but there’s no box for it @mrsbyers

The reviews on Trustpilot are terrible and are all of the same ilk and there’s lots of them, of course things go wrong but it’s the quantity, the fact trust pilot comes up pretty high in google rankings for HoF which makes me think - we use Feefo and TP at work and these are red flags. A lot of the reviews seem to centre around items showing in stock, money taken, but then the order being cancelled because item isn’t actually in stock but no money received back, if you’re any half decent stock management and reporting system this shouldn’t happen at this frequency, and their seems to be a lot of wrong items sent out but when buyer sends them back at their expense no refund.

It was £30 I wouldn’t be bothered but it’s not.

PayPal only offer than in conjunction with eBay not for other retailers

The web chat will only appear when the advisors are working - it says that is weekdays only but to use contact form outside of those hours.

And PayPal cover your payments wherever it is used not just Ebay

I ordered something through click and collect recently and it was fine. I don’t understand why you’re panicking so much? When did you order it and when is it due to deliver?

I paid using my credit card just in case though to be fair.