No wonder House of Fraser are struggling!

[magoria]

I went into the store but they didn't have all of what I wanted. Think matching bed set & pillow cases. I ordered it on line (accepting the delivery charge) and it allowed me to order all of what I wanted.

Today I received an email from a 'donotreply' email telling me that the item that wasn't in the shop is also out of stock and they are sending the rest of the order without it.

There is no way on line to cancel an order. Emailed the customer services and got no reply. I then get another email telling me the part is missing and another than the goods are ready for dispatch. So send another email to customer services telling them not to send the order.

Contact numbers are very hard to find.

It looks like I am left with the option of collecting the parcel and returning it at my cost or a credit (not even a refund of my own money!) in store if I return there.

Completely shoddy system in this day and age. No wonder they are struggling if this is how they are running things.

Refuse the delivery and ring them not email

Op said it’s hard to find a customer service number and a quick google says this is true. They seem to be deliberately making themselves hard to access. I’m not much of a social media user but I’ve heard people say that contacting companies on Twitter gets an answer pretty quickly as the whole world can then see your complaint.

House of Fraser no longer give a shit. Also charging for store pick up is a disgrace as the truck is going there anyway. I won’t shop there anymore.

@ them on twitter
I find with 90%of stores now it's the easiest way to get something done. Even if the company has a phone number, I use twitter instead.

Yep since I heard he was running it I've steered clear, you get exactly the same from sports direct and Robinson's country leisure that he has, they oversell constantly and don't have the stock- on one occasion they even charged me then said the item was out of stock and I'd have to wait up to ten days for my money back

Delivery/returns were fine before Mike Ashley took over.

Harrods of the High Street my arse.

Op no offence but it's been all over the Internet and quite a few mumsnet threads about ordering from house of Fraser. Why risk it?

I can't believe people don't know to avoid it yet.

Flirtygirl this is the first I’ve heard of it and I don’t think the op is being unnecessarily naive to imagine that if she buys something online she will receive it or otherwise get a full refund. If they can’t give you all of something that is quite clearly a set they need to contact you to ask if you still want what they do have. Hope you have some luck on social media op.

I thought they shut doors tears ago 😱 Seriously

What happens if you don't collect from store? Lots of places will then refund you, maybe the terms and conditions will give you the info for the House of Fraser.

I've had less than helpful interactions with Debenhams too. We had the receipt along with a perfect condition return yet they wouldn't refund, only exchange. Will be avoiding them.

Same happened to me, Ordered a throw for my bed at £140, Had a browse saw a wide toothed comb on sale for £4 and added it to basket.

Email couple of days later to say that throw was out of stock. No way to cancel order, Paid £5.99 for a £4 comb. Splendid.

I'd boycott them but I really like the Biba range and I think they are the only ones who carry it.