Is there anything I can do?

[DueyCheatemAndHow]

Last year I bought something online from House of Fraser. Wasn't suitable so was returned to store and given a credit note. Note was kept carefully in wallet.

I noticed it was beginning to fade quite badly. I sent them a pic and they gave me an email confirming details.

Credit note became totally unreadable so was binned.

However- I cannot find the email. It's just gone. The one confirming they have received my query is still there but nothing else.

HoF have said sucks to be me. Which it does. But is there anything else I can do? They confirmed a credit note, I haven't spent it :-(

How much was it for? If you've thrown away the credit note and you've lost the email then I can't see you're going to get anywhere.

I suspect that they are right that it sucks to be you. How frustrating!

It was £90. I'm so upset. I don't really delete emails so i have no idea how it happened. They will have the evidence of it on their system as they replied confirming it. The credit note faded to nothing which was utterly bizarre.

Hi @DueyCheatemAndHow on my outlook i can search a certain word and emails with that word come up i.e. 'insurance'.
Could you try that?

Also, sorry you may have already done this but check the junk email folder.

Yep tried both of those. I'm gutted.

if you haven’t already, try scrolling back to the date you would have received the email in your inbox, rather than searching. Sometimes search really plays up.

Do you have emails also saved on a different device E.g iPad or laptop - could it be saved there?

do you have a back up from a previous date you could open/restore?

It's possible that when they replied it changed the subject line and email address it was sent from. Have you searched for the term '£90.00' or as suggested above just scrolled through emails received around that date?

Thanks - I've just tried that. No joy. But what is bizarre is there are lots of emails across that month (it was the month we moved house). Did I dream that email?!?! The only time I ever delete emails is en-masse and I clearly didn't do that!

Ask them for a SAR.

It's a subject acces data request - the company legally has to comply with the ICO and give you all info you request that contains your personal info. (Data protection regulations)

This will usually include emails exchanged within relation to you.

They have 30 days to comply. They might even just give you the voucher to save the hassle.

Thank you! Does that have a time limit on it?

I had this with HoF after waiting about a month for a RAINS mac that never was dispatched, I then had to fight to get my money back. Yes, their emails magically disappeared with me too 😡

How old would the voucher be and have you checked how long it would have been valid for? They aren't the House of Fraser of old. Stopped giving refunds in store a long time ago, only exchanges/credit note. I can imagine you don't get very long to spend it.

I'm pretty sure they said 2 years

Just to give you an update, after badgering and badgering them... they've reissued the credit note. Phew.

Spend it 😀