House of Fraser

HORDG

Hi All
I purchased a dress from House of Fraser in Nov last year to the tune of £165 and returned it 15 days later and was told that it was out of the 14 day money back guarantee so was issued with evouchers I argued that by law its 28 days and not 14, anyway they would only supply me with evouchers, later on I tried to use them but to no avail still stuck with the original £165 evouchers
Roll forward to the excellent news on here last week that they do indeed have to adhere to the Consumer Act of 2015 in which refunds have to be given if goods are returned within 28 days (could be 30days) so contacted H of F via email was told that I can get a refund and to ring them in the morning to speak to a customer advisor
Contacted them this morning and was told because I tried to use the evouchers I cannot get a refund they refused to escaslate this to higher management either, the evouchers have not been used and are the exact same value as H of F originally issued in Nov for the price of the dress namely £165, the reason why I tried to use them is obvious as it was their policy not to issues cash for the amount what am I supposed to do just let them expire
First off can anyone advise me if this is correct policy and secondly if not is this illegal

Debs

Exile_geordie

Did you buy instore or online?

HORDG

The dress was purchased online

Thanks Debs

bod1467

In which case the new Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 applied. Check them out to see what your rights and responsibilities were.

HORDG

They originally stated via email (this was done last night) that on checking the purchase and transaction I was indeed due a refund in cash due to their recognition of the Consumer Act and was advised to contact their advisers this morning as none were working last night, they are saying because I tried , unsuccesfully I might add, to use the vouchers they do not have to take them and reimburse my debit card, this is the sticking point I just dont get it the vouchers have not been used and are still the original amount yet they are using this to my mind as an excuse, I can find anything on this in the Consumer Contract that you refer to but thank you for trying to help I appreciate it

Thanks Debs

HORDG

Incidently these evouchers cannot be used in store only online and as difficult to use as you can imagine, if the total spend does not surpass the value of the vouchers it automatically comes of your debit card hence the reason for a failed attempt at usiing them and because of this attempted action they're saying they will not reimburse me, H of F is a terrible store and I would never use them again

Debs

unholyangel

Were the goods faulty or were you just returning them for a change of mind?

If it was the latter, you have 14 days from delivery to make the retailer aware you wish to cancel and then 14 days from cancelling to return the goods. If you didn't contact them and just sent the goods 15 days later, you'd be outwith the time period and reliant on their own returns policy. If you sent them before the 14 days, you should be okay as cancellation is taken to have been sent on the day it was posted.

HORDG

No they were cancelled prior to sending them back as wrong sizes, irrespective of that they actually confirmed last night with a "congratulations you will be refunded the money back to your card just contact us tomorrow and one of our service representatives will do that for you", they acknowledge that a refund is due their reason and only reason for not doing so as of this morning is because of the attempted use of the evouchers and I can find no instance of any sort which backs up their reasoning
Debs

HORDG

Martin should look at this evouchers scam as its happened to a few peope on here Sarasar posted last year a similar thing she had £170 of evouchers so bought £120 of clothes expecting it to come off the evouchers but no the vouchers were returned in full and the £120 was taken off her debit card (not allowed as new user to post the thread)


It nigh on impossible to spend them and they have a limited useage of one year this has got to be wrong and its not fair on consumers and as for no repayment because I attempted to use them not actually used them thier again making it impossible to get any customer satisfaction
Debs