House of Fraser have lost my wedding dress!

[reikizen]

Bloody hell. the dress I ordered online to wear at my wedding has got lost in the post! By any strange chance does anyone have dress in a size 16 (or a 14 at a push) that they don't want/need? (Long shot emoticon)

House of Fraser own Biba now no longer anything to do with Barbara Hulaniki.

I suspect you'll have to call around the branches that stock the range to see if anyone has your size in stock. I know it's not much compensation but if it doesn't show up you should be able to claim the cost of it back. It would at least cover the cost of a replacement if you can find one in store.

I called HoF when they sent me the wrong size in a dress I was gagging for, and sold out of my size in the mean time. They sent me an e-mail showing where stock in the right size was, and I called round. The Stoke (?) store posted it out free of charge.

I would call / e-mail them and weep and whimper till they do something.

I'll have a look in Glasgow HoF for you tomorrow x

If HoF have lost the dress, and my idea of calling Biba is pointless because HoF ARE Biba, then HoF MUST do the legwork and track one down for you in one of their stores. No way should you have to do that and i can't believe they haven't already offered to help. Do they realise it's for your wedding? Who have you spoken to? I would be onto their complaints dept like a rat up a drainpipe. Be assertive and do not accept crap service.

Hi there. My name is Amy and I am the Social Media and Online PR manager at House of Fraser. We are truly sorry that this has happened and really want to help. I have sent you a private message with my contact details at House of Fraser and we'd love for you to get in touch so that we can try to rectify the situation for you. Once again, we'd like to apologise, and I hope we'll hear from you soon

Best wishes,

Amy

Yay for AmyFraser OP I hope you get your dress! Aaah, the power of mumsnet

Hope you get it sorted, that's a beautiful dress.

OOOOOOOOOO, OP do report back on whether or not Amy and HoF work some sort of magic on this......

(no pressure Amy )

no luck in Glasgow today but by the looks of things HOF have stepped up their game. Fingers crossed!!

I have just emailed Amy who sounds lovely (the power of Mumsnet indeed). Latest installment in an increasingly frustrating saga is that refund for original dress takes up to 14 days (long time if you ask me!) Rang my nearest HoF who do have the dress in my size (hooray) and can post it for £7 (not so great but you know beggars can be choosers and all that). However, I had to borrow the money for that one due to late refund and to add to the general air of silliness, they seem to have charged me for TWO dresses leading my card to be declined at the petrol pump this morning! I've now paid for three dresses but don't have one! Let's hope this is not a sign about married life

I think hof should not only assist you to get a new dress but should recompense you for the financial difficulty you've found yourself in - not to mention the stress!
I once complained to JL (similar in some ways to hof) because I ordered some furniture and it didn't arrive on the scheduled day. The lorry left the warehouse without my sofas. I was livid because we had to get a window taken out to get the furniture in! Anyway, I complained to JL and said I expected far better service from such a supposedly reputable store - I put it in writing. I got a VERY good discount. And that kept my custom. I still shop at JL on a regular basis. Worth considering.....

Oh, I do hope that Amy is still reading and sees your latest post.

That is pretty poor really, to charge your card twice then not refund for 14 days. Did they tell you a reason for that?

Well I cant see how "we really want to help" translates into debiting your card twice, not refunding for 14 days and not posting the correct size free of charge.

Sounds to me that Amy is big on public words but fails on private actions.

Pity you are committed to HoF as it all sounds really poor and may cast a shadow over your love of the dress.

Yep am thinking massive apology, immediate refund for 2.5 dresses hence you end up with half price frock, and deffo free postage! What exactly have they done to rectify the situation??? Amy, take note!

I complained to Debenhams after a lingerie sales lady really upset me and they gave me a £50 voucher and a free bra of my choice.