Delivery rights: House of Fraser

Former_MSE_Rose

Hi all, this discussion thread's part of the Delivery Rights guide, specifically for if you've complained to House of Fraser about delivery problems using the techniques in the guide.

Please tell us how you got on - we want to know if you were awarded any compensation from House of Fraser, and if so, how much? Just let us know the amount and reason below; to add more general feedback on the guide, pop over to the main Delivery Rights discussion thread.

Thanks for your help,

MSE Rose

Former_MSE_Andrea

Bump to keep thread open.

sullivaf

I have placed a number of orders with HoF and had reason to complain only once about the delivery company, Hermes however todays issue takes the prverbial biscuit.

I ordered items to the value of 184 on 5th August 2015 and paid for named delivery day of 6.00, delivery to be made on 9th August between 8am and 8pm.

At 08:15pm I contacted customer services via the HoF webste to be told: -
"[FONT=Arial, sans-serif]Regrettably it appears that this parcel hasn't been processed through the courier system yet and won't be out for delivery today regrettably. I hope this isn't too disappointing. I will refund your delivery charges right now and you'll receive the £6 in your account within 14 days, depending on your card provider's processes."

[/FONT]However I received an e-mail from HoF on the 8th August telling me my items have been desptached followed by a further e-mail confirming despatch. On checking the ever so unhelpful Hermes website I see that an 'order was generated at 22:50" that evening.

Natasha at HoF customer servies was unable to offer any for of recompense, unable to tell me the name of the HoF Customer Services Director and unwilling to provide her surname however she assured me she was the only Natasha working in the Social Media and Webchat team.

I think its pretty shoddy customer service and I very much doubt I will shop with them again as HoF dont seem to bothered.

Hey ho a sign of the times.

Frank

:mad::mad::mad::mad:

tomtontom

sullivaf wrote: »

I have placed a number of orders with HoF and had reason to complain only once about the delivery company, Hermes however todays issue takes the prverbial biscuit.

I ordered items to the value of 184 on 5th August 2015 and paid for named delivery day of 6.00, delivery to be made on 9th August between 8am and 8pm.

At 08:15pm I contacted customer services via the HoF webste to be told: -
"[FONT=Arial, sans-serif]Regrettably it appears that this parcel hasn't been processed through the courier system yet and won't be out for delivery today regrettably. I hope this isn't too disappointing. I will refund your delivery charges right now and you'll receive the £6 in your account within 14 days, depending on your card provider's processes."

[/FONT]However I received an e-mail from HoF on the 8th August telling me my items have been desptached followed by a further e-mail confirming despatch. On checking the ever so unhelpful Hermes website I see that an 'order was generated at 22:50" that evening.

Natasha at HoF customer servies was unable to offer any for of recompense, unable to tell me the name of the HoF Customer Services Director and unwilling to provide her surname however she assured me she was the only Natasha working in the Social Media and Webchat team.

I think its pretty shoddy customer service and I very much doubt I will shop with them again as HoF dont seem to bothered.

Hey ho a sign of the times.

Frank

:mad::mad::mad::mad:

What you are describing is not a Hermes issue, if there is nothing more than order generated then they have not received your parcel. Not sure why you want the CS director's name, I doubt they'll be bothered about a missed delivery.

sjbrun

Why should a low down member of staff for any company give you their full name including surname? It's just too personal.

Just ask for their operator number if you really need something to identify them by for a compaint.

LilElvis

Sounds like House of Fraser might have generated a label, and emailed you accordingly, but not handed over the parcel to the carrier until late on the 8th. This would have made delivery on the 9th unlikely unless you live close to the warehouse. Someone screwed up (bound to happen when sellers and couriers both have fine deadlines in order to fulfil the public's rapidly increasing dependence on, and expectations of, online shopping) but they have refunded the charge. I doubt the call handler had any way of ascertaining the reason for the discrepancy between your notification of dispatch and the carrier's acknowledgement of receipt into their system.