*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?

Last month HoF took payment twice, 5 seconds apart, for the same items - although only one order was actually created. It took them nearly 30 days to release the funds. It wasn't financial disaster for me, but if it could have been for someone else as it was £160. Then to add insult to injury, I opened the box at the click and collect counter to check everything was there. I'd ordered 4 tops, in two sizes and two colours. I could see straight away that one colour wasn't right me, so retuned those two at the desk for refund. Took the other two away to try, and the next day took the bigger one back for refund. Except they'd refunded the two from the previous day against the wrong item numbers (i.e. Against the tops I had kept) and so they were showing as already refunded. They said all they could do was give me a 'goodwill' credit counter. I may have gone a little apeshit at that point, as they already had £160 for taking payment twice because of some sort of server hiccough, and now they wanted to keep another £40 of my cash because they'd made a clerical error. I had to make a right scene on the shop floor till the floor manager grudgingly agreed that 'on this occasion, they'd make an exception'.

I have only ordered twice from HoF, both times a complete nightmare.

In the last week I have tweeted, Facebooked and emailed with no avail, terrible online company.

I still have t had a reply to my email but got some auto response telling me I could have a live auto chat. I sent that last week but can see it hasn’t even been read yet.

I haven't used HOF and after reading this thread I'm not going to.

However, I have in the past had major problems with couriers namely Hermes and Yodel where items just never get delivered. This year, I have had all my parcels either delivered to DH's work (where they are taken to the central post room) or I have used click and collect into one of their stores or I have used a pick-up point. All Amazon orders have gone to my local Post Office. None of my parcels have gone missing and they have all arrived really quickly. Yes, it is a bit of a hassle going to collect the parcels but nowhere near as much as trying to locate the parcel and then if it doesn't appear trying to get a refund. Just thought this information might help some posters.

I was in two minds over whether to return my order. In the end I did. If I hadn’t I would at least have something to show for my £60.

I wonder if many people fail to follow up at all. TBH a few years ago, I’d have returned and assumed I’d get a refund. Now I have time to check and chase but it is worrying and frustrating that I have to.

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...

So, 'your' refund was processed by an actual person in a store?

This is an online purchase though, isn't it?

Items ordered using card number ending 1234. Items sent back to warehouse for refund. Automated process initiated... for refund to card ending 1234, the original payment method.

Don't get me wrong, both experiences are rubbish, but I'm still not sure in the online example how any retailer could be expected to know a card number had changed unless they were informed?

Maybe I'm missing something.

@Emillee No, that isn't HoF's fault (aside from the fact it would be nice to know the refund is being processed/items have been received/something is happening).

That's my fault and kind of M&S's fault for saying 'oh, don't worry about money hitting your old account, it will be caught and redirected'.

Having rung M&S however, they've assured me that more often than not card refunds are redirected, and if they're not then it's their problem to chase and deal with. They're calling me back in 2 x weeks time to address if the refund isn't with me. Props to M&S banking!

In terms of the missing Fitbit, I'm still chasing.

I got the second part of my order today, a week after the first part. No response to messages sent online in the meantime though.

I'd like to add John Lewis to the hall of shame for order returned via Waitrose.. Over the past year they have failed to refund me £200 for a laptop, £179 for an iPod plus a few clothing items.
All were refunded eventually when chased by me months later. Like others, I simply assumed they would go through. I would urge everyone to check their bank statements.
They have gone paperless now and so you don't receive anything when you hand your returns in at Waitrose. An email arrives confirming your return an hour or so later. Given past experience I was so nervous the first time I encountered this that I demanded an old style ticket as a receipt.

H of F are awful for online orders. Only 14 days for a refund and if you return it to a shop you can wait in line for half an hour at the refund till.

I really wish all companies would send an email when they receive your return, then you know it's being dealt with without logging into the website and all that faff. Asos do and La redoute.

I placed an order in the summer with La redoute to be delivered to a convenience store. It came in something like 8 separate deliveries over a period of 2 months. That was annoying. By the time the bikini top showed up I'd already returned and been refunded on the bottoms.

I had the same problem with a John Lewis refund via Waitrose- took me 6 months to get my money back.

Only 14 days for a refund

I'm waiting far longer than that and have yet to even get one reply to my emails/facebook messages. I'm getting really annoyed now tbh.

Hof are my go to place for online orders. For deliveries to Ireland, and returns, they are by far the best of the UK companies. They have free returns and they don't insist on charging in euros while adding up to 40% in the process (M&S, Debenhams and Laura Ashley you should be ashamed of yourselves).

Mulberry I have never before had a problem with HoF (I am in Ireland too) but have always collected instore. I am at home on sick leave so thought it better to have stuff delivered to the house. Again I would have had no problem if at any time during the process I had been made aware that my order would come in two parts. Instead I had to do the chasing and the worrying.

I also totally agree with you regarding the ridiculous sterling/euro markups. A few years ago they were all gung ho about increasing prices as the exchange rate had dipped...then when it went the other way there was nary a sign of a decrease! I order in £ where possible (asos, amazon, lookfantastic, mint velvet all allow you to do so with a tweak or two)

Well after a ‘live chat’ I finally got a response in the form of an e voucher because I was a day over the 28 day’s return policy. I am really annoyed as I pointed out they are way over their 14 day return policy and their 24-48 hour response to correspondence window.

I'm currently in a battle with HoF about a refund, so watching with interest.

I returned an item four weeks ago unworn, with all tags, in original packaging. I have proof of postage.

I'm yet to receive a refund, and there seems to be no trace of the item.

Customer Service are awful, not responding within set timeframes, constantly needing chasing.

What's going on with HoF? I only purchased from them because I thought they were a company I could trust. Never again!

I’ve had problems with the last few orders. The last thing I wanted is a voucher to spend there. I doubt the customer service team are actual HOF staff, they probably work in a big call centre and HOF are one of their customers. Anyone know? I’m saying this because they have NO actual customer service or customer loyalty and don’t seem to give a s*hit about having returning customers. They are shockingly poor. I wouldn’t be at all surprised if HOF were in financial trouble. How they haven’t already gone under is anyone’s guess.

I won't order from HOF again after last year.

Ordered a Christmas tree, a couple of new decorations and a few items of clothing, all on next day delivery on 30th Dec.

The clothes arrived first over 2 days, then the decorations 1 at a time in 3 packages 2 days later and still no sign of the tree. We put up our old tree, which I'd lucky kept.

When I contacted customer services (and I assume the term is some kind of in joke) I was told things may be delayed because it is Christmas. Yes, I had noticed it was Christmas, seeing as I'd ordered a fucking Christmas tree. I asked why they were offering next day delivery and if I could expect delivery of the item at any point in the near future and was told it would be with me in a few days as they quite busy with it being Christmas.

I returned all the items, cancelled the tree and bought from wilkos at a quarter of the price and actually just as nice quality.

I had a similar issue with HOF last week - found phoning their CS line the quickest course of action. Email said all items delivered in one packages, only received the smallest item. They said it was multiple packages and it did turn up a couple of days later. Problem is they use Yodel who I’ve had multiple issues with packages going “missing” (including a whole garden furniture set) or them leaving items in strange places (e.g. under a bush) with no note through my door.

I've had the most stressful time with this over the last week

I've now spoken to HoF every day this week. Finally on web chat I was told the parcel had been deemed missing, and it was Yodel's fault.

I take issue with this, as HoF are now supposedly refunding me (no offer of resending the item) and claiming the full amount from Yodel.

...I think the tiny package size, and the fact it was 1 of 1 deliveries, shows undeniably that the item was never packed and they have some issues with theft in the warehouses.

Anyway, not my battle. I agreed, and asked how long the refund would be...

'oh you have to fill the missing package declaration'

• can I have that then?

'i can't send you it. You have to wait for it to be emailed '

• will it be emailed today?

'I really can't say when it will be'

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I cannot believe how incapable they are!!

I avoid them too. If I like something from hof it's usually also available from John Lewis without the tremendous hassle.

Brand alley are also dreadful.

I had this problem with House of Fraser, they are rubbish.

I’ve had issues with Wallis, their online service is shocking. Nearly every time I’ve returned something I’ve had to chase them and provide proof of the return before eventually getting a refund. When I complained I was told they can’t look into a return for 28 days and it can then take another 30 days for the refund to be processed!

An update for anyone interested.
HoF have finally come back to me.

They've "audited their delivery warehouse" and are confident my full order was shipped My packing slip says the Fitbit was included with the delivery.

Yodel delivered and I signed for the parcel.

Therefore I'm lying about the missing item, and I'm not allowed a refund.

This is despite me constantly sendng the image of my tiny jiffy bag which the Fitbit supposedly came in.

No one is replying on the customer services email, the customer services phone number just leads me to a lengthy 'the matter is closed but if you want to you can email customer services' discussion.

Tweets are going without reply.

So that's my £90 chucked into the void.

Seriously, do not order from HoF.