House of Fraser - dreadful customer service, need to make a 'proper' complaint

[Waitingforflo]

Don't want to do this online (FB or website) and wondered whether anyone had contact details for Head of Customer Service so that I could write a proper old-fashioned complaint?

I only have about a week to get it resolved though or they'll keep my money and give me a credit note for this too, just as they seem to usually do . . .

House of Fraser Customer Services
Granite House,
31 Stockwell Street,
Glasgow
G1 4RZ
United Kingdom

If time is of te essence through the website would be quicker. Put at bottom of complaint cc by post to xxxxxx.

I have found in te past that going through company websites normally gets a quick response.

They can't actually answer a very simple question on the website though - it's infuriating. Have just remembered a thread here where someone contacted the CEO of a company about something and am wondering whether to do that - their FB page is full of complaints too .

Definitely write. I find businesses' websites hilarious. Click on 'contact us' and they force you to look at irrelevant FAQs or e-mail them.

I think they should just be honest about it and under 'contact us' put "feck off, just feck off, we've got your money, now feck off! Leave us alone! We can't hear you lalalala"

Exactly! They just keep saying 'we're sorry you're disappointed . . . ' If they admitted, 'ha ha, we've done it again' at least they would have honesty on their side . . .

Don't bother with customer services- write to the Chief Executive with much outrage!

Agree with WileyRoadRunner - DH had massive problems with Austin Reed when getting clothes for our wedding. Long story but he finally went direct to their CEO and it was sorted (with compensation!) almost instantly.

It was me that posted about HoF a few months ago - the email I used was [email protected]

To be fair, they were great, responded very quickly and went above and beyond in terms of sorting it all out.

Good luck

Thank you all - my pen is poised, so to speak . . .

Chains like HoF outsource their customer services. I suspect Debenhams use the same as HoF. Typically you get "can't contact driver" or told you will get a refund (probably in the form of vouchers) and have to re-order. It's unacceptable of course. But the person you get on the telephone will have absolutely no discretionary power at all. They may as well repeat "computer says no" ad infinitum, (and probably will). You have to go up the ladder to get anyone who can actually do something for you. Here is what you do. Insist on talking to the customer services line manager. Be prepared to be on hold for a while. Ask them personally to contact the courier or whatever needs to be done to get your item delivered. Note their name. Ask them to call you back with results. If it fails then write directly to the company CEO, (find their address through the web). Say how poor their customer services are. Ask them to sort it out.