To ask for help with House of Fraser

[Zazz101]

I sent a return to house of Fraser over a month ago and I still have not received a refund, every time I contact them, which you can only do via social media they tell me that they are waiting for an update from their courier.
I have never felt so frustrated. It’s a lot of money and there is no one I can actually talk to.
Their website is beyond crap. There are three options to read regarding refunds and they all just say it takes 7 days, no option to contact anyone if you don’t receive a refund.

if anyone has any ideas how I can get my refund I am all ears..

Are you able to track the return yourself? I had a return to Amazon a few weeks ago but it was to a third party seller so it didn't get refunded quickly in the same way that Amazon returns do (once they enter the tracking system). The tracking was showing that it had been due to be delivered a week previously so it was clearly lost or delayed. I messaged them this and they refunded it immediately. I'd hope that there would be similar systems in place with HoF.

No, only HoF can track. They have said that they know I sent it. It’s a few hundred pounds so I cannot afford to leave it. They are not responding on messenger. I genuinely do not know what I can do. I have never known such appalling customer service.

How did you pay? Can you flag with your card company (I think you can flag debit and credit card payments)

If you paid by credit card, raise a complaint with them?

Fraser’s group are the absolute worst !!!!!!
the fact you have to pay 6.99 for delivery and returns is daylight robbery! I try and avoid buying there when I can … and I work for them 🤣🤣🤣

The problem is people don’t realise who owns these brands. HoF was bought my Mike Ashley (Sports Direct) they now call themselves Fraser’s Group. All in all HoF isn’t what it used to be and is handled in the same way as Sports Direct! Our HoF is a right mess!

You could try emailing someone senior at their office!

Oh no that doesn't bode well at all 😣

The customer services email address [email protected] and they do reply to it.

I will confirm what other people say: their service is crap and I personally won't be buying from them again.

Have you tried posting on their Twitter page? Often gets a response if it's public exposure of poor customer service.

Thank you so much for your replies, I do appreciate it. I will ask my husband to post on twitter as I don’t have it. The customer services haven’t replied yet.
It’s interesting that so many people are saying their customer services would stop them buying.

As some others have asked, how did you pay? I always pay anything over £100 on a credit card. Boots did similar to me, Xmas 22. An important Xmas present, £400 ish and it just didn’t turn up. It was an absolute nightmare getting anywhere with them and I couldn’t buy a replacement without having it refunded. They said it had been refunded, on my order details but it wasn’t. I claimed the refund through my credit card and they luckily refunded me pretty quickly (after the month or so trying to sort it with Boots!), and opened an enquiry with Boots.

Yes I did pay via credit card, I will contact them, again thank you

The emails I send to that email address bounce back as undelivered I have tried several times. There is literally no way to contact them. I put a review on Trust Pilot and House of Fraser replied telling me to DM them, it’s a joke as I have been doing that for a month with no luck !! I am so pissed.