*Warning* - House of Fraser online orders

[user1467718508]

I ordered 2 x items through House of Fraser online last Friday...

Today the tiniest package arrived, containing only 1 of the items.

HoF have gone paperless recently, so I checked my emailed receipt/packing slip and apparently both items were delivered (within the same package, i.e. not 1 of 2).

The missing item happens to be a high value electrical with a strong resale market...it would sell quickly on eBay for almost the RRP.

I don't want to be the biggest cynic, but to me this seems glaringly suspect!

I appreciate human errors happen, but I'm not sure how easy it is to look at a clearly laid out packing slip for 2 x items, and only pick 1...then mark them both as dispatched.

The customer services person left me feeling distinctly uneasy 'we'll look into it...in the meantime we're keeping your money'.

A quick Twitter search showed lots and lots of others with missing items...and more worryingly, some people saying they never got their order and months down the line haven't received a response or refund.

Has anyone else experienced this?

OP, that’s really bad.

If the package was that teeny-tiny, would that be proof that your second item couldn’t possibly have been in it? Often the delivery label has some reference to the order number/delivery number, so you should hopefully be able to prove that is the packaging that half your order arrived in.

And if you paid by credit card - that might be a route to get a refund if HoF are difficult about it?

Good luck with it - please come back and let us know how HoF handle it...

I had a similar situation yesterday, package arrived, only 1 of 3 items in it but electronic invoice says 3 items shipped.

I phoned CS and they told me the other items will ship separately (cosmetics; the first item was a fashion item). I use a tracking app and it updated this morning to say package on the way, so fingers crossed they were correct. Will have to wait and see.

I've just had this kind of error with a different retailer. Ordered two of the same item and only one turned up. The box wasn't big enough to hold two of them, emailed them a photo and they sent the missing item. Was glad the box was too small for both or would have found it difficult to prove.

Thanks, all - v.good point.

I've taken a pic of the teeny jiffy bag (next to the item I did receive), and messaged HoF's CS with a request to add it to the case.

I'm more in disbelief that they'd not just auto-issue a replacement (as with your experience, @Bambinho) ...or let me collect it in store today. CS actually suggested I went and bought another at full price today if I wanted it quickly (obvs not gonna do that - the one I bought was on a Black Friday offer).

Feeling disproportionately sad too, as it was a bit of an unnecessary indulgence, bought specifically so to be used this weekend on a trip away

You know when you're mega excited for a delivery and you keep checking the tracking?...it was that kind of anticipation!

I had this problem with Cath Kidston. They refused to refund, telling me that I had signed for the items so why was I asking for a refund? I told them that the tiny parcel of stationery did not contain the sun lounger, which the courier claimed to have also delivered.

I had to threaten them with the Small Claims Court in the end. They eventually begrudgingly said that as I was a 'good customer' they would issue a refund, but did not ever accept that I had not received all the items.

I've had this happen a few times with house of Fraser but but the missing items have always shown up of their own accord in a separate parcel within a day or 2, despite the docket saying they were packed together.

I'm having an argument with Hotel Chocolat right now..only two small things on the order have arrived . They've charged me twice, but they havent sent any email receipt of the original order and also the order t doesn't show up on 'my orders' on their website..

And apparently according to the person I spoke on their 'help' line I am supposed to send them in my bank statement as proof !! . 'as anyone could phone them and say they had been charged twice and didn't get the stuff '

very angry email sent now

I've had things shipped separately with HoF, but the email says all 'shipped', they did turn up.

And I've always found their CS to be great, I had some stuff arrive broken, they refunded then reserved it for me at a local store to work so I could go and rebuy it (they couldn't credit the money there which I think is OK).

I had this recently. It looked like my parcel had been opened and then sealed again with HoF packing tape. I phoned and they said the same about investigating before refunding. Then they emailed the next day to say it was in the courier van and would be delivered the following day, which it was. I was very unimpressed that they would have kept my money though...

I had this issue with HOF except they claimed that I’d already collected it from Click & Collect earlier that day and asked for a refund to my card, so wouldn’t let me pick it up (all wrapped, unopened) without buying the item.

Eventually after many emails (they are totally useless on email) they confirmed they’d refunded my item to someone else’s card number - not even the same type of card I’d paid with. I let Amex deal with them after that.

Interestingly just had same thing with Liberty. The dispatch note stated that two items were included - they weren't. Typically it was the most expensive item that was missing. I called CS and they were great but did make me wonder how other companies might handle it. It's basically your word against theirs.

OP I hope you get it sorted. Keep on at them.

I've found HoF archaic in terms of their online shopping experience. Don't exchange or replace, have to reorder.
CS seem to try their best but policies or systems seem to hamper them. Really puts me off.

I'm not too impressed with Minte Velevet either. I returned something and its taken a month to get a refund! Two chaser emails from me, the first wasn't responded to so I sent a second insisting on a response.

They said "unfortunately, it appears we have had a technical issue and the transaction has not gone through via PayPal successfully, please do accept my apologies for this". So if i had not pursued it, would they have refunded me at all?

I'm afraid I'm highly suspicious these days and track the refunds on absolutely everything I buy from anyone, because it's easy to overlook one, and if every company claimed to have 'technical issues' thy's all be quids in!

My friend has had similarly poor service. Yodel "lost" her entire order. She has to wait for the refund and in the meantime she has to go to her nearest store to buy each item individually as she doesn't want to risk ordering again. (some items can only be found at HofF). HofF refuse to reorder or redeliver.

My HOF order has gone AWOL, I'm awaiting a email as to where it is, I'm pretty pissed off, it's my work Christmas do dress!

That's so shit. For comparison La Redoute sent me a £15 quid voucher when they sent the wrong sized item (I'd ordered a 12 & 14, got a 10 & 12 and kept the 12 so no inconvenience to me at all). They've also sent a money off voucher when I've said the quality of something isn't great when I've returned it. Been very impressed with their CS.

Generally speaking if something hasn't been sent then I've been refunded immediately, and that's lots of different companies over the years at different cost points. So shocked HoF aren't thinking about the fact that people do take to social media after things like this happens and what the impact is on their brand.

For the last three orders I have made and either returned all or part of, I have had to chase them for a refund. When I do, they continuously tell me that I have to leave it longer to the point that three weeks plus is the 'norm' for a refund which I simply don't believe but it wouldn't even be so bad if after three weeks, I could rest assured that my refund would be given but of course that is the date that I can just begin to chase them up for it. I now simply don't have any faith in them at all and will not buy online again.

The plot thickens...

So the 24-48hr window to hear back from HoF has well and truly passed. I chased on the web chat service and was told it's currently being looked into by the warehouse and to allow another 24 hours.

In a separate case(!), I cancelled another HoF order last week, returning the items and sending proof of postage to their cancellations email address. I heard nada back. Apparently as soon as proof of postage is sent to them they issue a refund...

Having received no reply and no refund...I'm kind of feeling like I've chucked more money into the void.

So I ring my bank. This is where the pot of confusion boils over; bear with me.

I used the M&S switch service around a fortnight ago (changing my current account from Lloyds to M&S), all the way through I was assured that all payments going into my old account would be redirected to my new M&S account...'don't worry about a thing' was bandied about, a lot

Turns out all refunds made relating to debit card purchases won't be redirected. They will bounce, and I'll have to stay on the ball and ready to chase when my refund doesn't materialise. Neither side (House of Fraser, Lloyd, or M&S) will claim liability.

In the event HoF issue a refund and it bounces, they of course won't chase me.

Really really really wish I'd never placed these orders.

The lesson here: don't set up a switch service and then pay for things you may need to return for a refund...

To update on my HOF problems, my order has actually arrived today after many chats with them, it was in fact a Yodel worker who helped me by ringing her head office and chasing it up for me. I'm yet to get home and actually see my delivery in the flesh but apparently it's here at last. I ordered it on Thursday 23rd of November and it went AWOL on Saturday 25th November with no one knowing where it was!!!

Just to add HOF did not ONCE contact me with any updates, the only email I've had from them is a confirmation of my order with my order number on it. They've truly been shit!

I didn’t know they had a ‘window’ to answer queries. I emailed them still looking for my refund. I never got an acknowledgement or reply!

Little they sprout some shit about contacting you with 24 to 48 hours!

All my online shopping has been disastrous this year. I haven't ordered from HoF but three separate companies are all using bloody Hermes and nothing has shown up and nobody at their CS has done anything about it. One company decided my parcel was lost, refunded the money and I haven't been able to reorder as it was a special offer. The other two just haven't replied to my emails in a fortnight. I am thoroughly put off ordering things online, I can't rely on actually getting the packages in time for Christmas.

Planting

Sorry you've had issues but did you use the old bank/card to make the purchase? And now need the refund to hit your new account?

If so, how can it possibly be HoF's liability? They wouldn't know about the switch and will have sent the refund to the old card. It's incumbent on you to prove you've not received the refund, surely?

When switching banks in the past, I've always had this issue with debit card payments (only Standing Orders and Direct Debits have moved smoothly, although not always then).

Emilee HOF had no problem refunding my click and collect purchase to someone else’s card entirely before I picked it up - refunding to the actual purchase card doesn’t seem to be a priority for them...