Appalling customer service House of Fraser

[deedeelondon]

Is anyone else experiencing problems getting a refund from House of Fraser?Over a month after I returned goods ordered on line - two of which were delivered faulty and damaged - I am still awaiting a refund. I have spoken to numerous customer service agents, including two senior members of the "customer care" team, sent proof of postage (twice) as there seems to be no record of my returns having been received back into the warehouse, and a copy of my returns slip showing which items I returned and why (again twice), sent many emails, most of which have not been responded to, all to no avail. I have spent hours on this and might as well have been banging my head against a brick wall. Nobody has yet given me a reason why my refund has failed to materialise, and everyone I have spoken to has given me different information about its progress through the system. I have been promised call-backs, which have not been made. The last communication I received from their team informed me that the matter was being referred to higher management, but I have no faith in this at all, as I received an identical email two weeks ago and heard nothing more.

It is now 34 days since I returned the items, and I am still no further forward. The incompetence of the customer service team is beyond belief, and the treatment I have received overall is nothing short of a disgrace. I do 99% of my shopping online, and I have never encountered anything like this before.

how is this not on Rogue Traders?!
Outrageous.

Didn't take them 2 weeks to accept the money. I actually feel sorry for the people at customer service - their training is so so poor and they have to try and work within the pathetic (and I think illegal) "policies".

Similar problems for me too - I ordered 3 items Collect +, one item was not in the parcel . I have phoned customer services 5 times , each time I've been told something different , promises are made which are not kept, and there area repeated delays of 24, 48 and lastly 72 hours to allow for 'investigation' of the missing item. Useless.

I had exactly the same, getting a refund takes aaaages. Zero customer service. Won't ever buy online from them again. Would we miss them if they disappeared? If you're reading HoF, need to up your game MASSIVELY.

They aren't reading. They're too busy smacking their lips at all the hapless people who are shelling out for a service or goods they never receive.

Update from OP - since emailing the CEO and reminding him of the customer's legal right to receive a refund within 14 days, I've not only received my refund but had two unprompted phone calls from two different people at their customer service dept ( just reinforcing how useless they are because each was unaware that the other had called me!) with profuse apologies and offers of a gift voucher by way of compensation. I told both to search HOF on social media and review sites and get an eyeful of what their customers think of them. So the answer is, if you're unhappy with their services, or don't get your refund immediately, don't bother any further with their so called "customer care" team, just go straight to the top! Wish I'd done that a month ago and I wouldn't have to have spent precious hours of my life on all this!

Excellent outcome.
Do you have the email address by any chance?

Cauliflower It's [email protected] - sounds like a joke name, but it really is that!

Noddy?? Parp parp!

Got it - looked him up -Nigel Oddy. Makes sense now!

Did you accept the vouchers?

Fluffy - yes, but as a voucher I can spend in the shop, rather than an e -voucher. Won't ever spend a penny of my own money there again...

I'd have accepted it too 😂

I don't know how they get away with it. It's not like they are a tiny independent store in the middle of nowhere!