*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?

That's is bloody awful. Did you pay by cc or paypal? I'd raise a complaint with either the bank or PP now and let them deal with it.

This is appalling! Can we help you retweet and kick up a storm?

HoF have banned me from making orders, because I complained about a mess up and refunds. I genuinely get to check out m, even tried new accounts, and it recognises me through address or card and declines me.

Oh well 😂

This is one time when you hope the daily mail journalists are reading!
Grrrrrr, I'm so angry for you OP

I'm at an absolute loss.

I've just emailed everyone on this page www.houseoffraser.co.uk/company-information/executive-directors

Annoyingly, a few days after placing the order I stupidly used a switch service and closed the bank account used to pay, switching to M&S bank (£125 gift card incentive, guys!). I don't think I can do a chargeback on a closed Loyd's current account?

Were it a small company, I'd chalk this up to a costly life-lesson and walk away...the fact it's House of Fraser is just beyond belief.

Believe me, I've been Tweeting like mad - might as well be writing it on scraps of paper and chucking them into the wind.

Wow, this is absolutely disgraceful. Would definitely put me off ordering from HoF. Happy to retweet or whatever you need us to do to help!

OP - come and find me over on twitter. @theglossers is the tag. I’ll retweet it for you

Awful. I have to say, I haven't ordered from them for nearly a year and my orders came no problems but this is shocking. I will not be ordering from them in the future. Couldn't afford to be at a loss.
I thought they were closing stores. If their CS is so poor they will no doubt go under.

Some companies are awful Look Fantastic once shipped my order to South Korea and refused to give me a refund until the item was returned to them. Of course it never was. It took about two months but my credit card refunded me through charge back.

I thought HoF was going bust? This is the first sign that things are awry and you'll soon be getting unsecured creditors' letters explaining their liquidation!

That's dreadful op. Have you contacted the consumer association?

That’s really, really bad service. No way would a Fitbit have fitted in that package.

Would a Fitbit even be sent with aftershave/perfume? Does perfume not need to be sent separately? It usually has a different label doesn't it? Different postage rules I think.

Appalling customer service

Success!

For anyone going through similar, literally the only thing that made them sit up and pay attention was to take to Facebook and start relentlessly commenting on every.single. House of Fraser post with my grievances.

Eventually they gave me a refund just to shut me up.

I'm waiting for a HoF order right now. I think I need to follow up. You have me worried.
To ZaraW above, who commented about Look Fantastic, I had a problem with them previously and will never order through them again. They sent a shampoo in a bottle that got smashed in transit somewhere. It was a messy splodge when I received it with the shampoo spilled all over the packaging. They refused to refund until I sent the item back, despite pictures that I sent with evidence that it wasn't in a condition to repackage. Eventually I had to put the whole messy lot into a plastic sandwich bag and return it so that they would refund me.

Awesome news potting!

You’ve done a good job and I hope they learn their lesson.

I’m still never ordering from House of Fraser again

I’ll never order online from House of Fraser again. I ordered lots of swimsuits last year with the intention of just keeping one along with some clothes for DD. I sent one item of DDs clothing back along with approx 6 swimsuits (more than £200 pound worth). They refunded the one item of children’s clothing (£10) nut not the swimsuits which they said they never received. They were all sent back in the same parcel! So if they received the one item of childrens clothing they would’ve received the swimsuits so the fault was clearly at their end. I provided them with proof of postage but it still took a lot of wrangling and unnecessary stress to eventually get my money back.

Interesting thread. My husband got me a Fitbit for Christmas but ordered from
John Lewis. Was told it was out for delivery but never turned up! He really had to play up as they were saying it was the delivery service that needed to admit that it was lost! Anyway he did get another sent out. God knows what happened to the other! Is this possibly the delivery service at fault?

Just spotted this thread. I'm still waiting for a Christmas jumper I ordered in November. They took payment and I got a message from Yodel saying 'your order will be with us soon'.... then nothing. Have tried phoning and was put on hold for aaages. No reply to my messages on FB. They are a disgrace!

I have had an awful time with House of Fraser too.
They sent my order to an old address! Despite it not being in my system, despite it being the right address last month.
They dont care. They even said it was me who changed the address- I was gobsmacked! Why on earth would I do that?
Thats £50 down the drain and no goods but its tough luck.
I thought they were a trustworthy store- the better change their customer service asap rather than act as if their customers are lying individuals or they really will end.
Id never use them again as it now stands

I rarely order online now, unless it is unavoidable, or I can Click and Collect. I am stick and tired of delayed deliveries, deliveries not turning up (and being told that I signed for them) or high delivery charges (yes, looking at you QVC).

I would sooner go out to the High Street and buy in store. Takes more time, but at least I can see what I'm buying, try on, and if it breaks on the way home then I know it's my fault!

"sick" even LOL!