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House of Fraser Refend

Hi, would like any help or advise with this.
My partner ordered a children's car seat from House of Fraser on 20th Sept, the car seat was in stock and the confirmation email stated it would be delivered by 23rd Sept. This date came and went without sign of the car seat. We emailed HoF customer services to be told that the order hadn't been placed correctly at there end and it would be sorted and an email would be sent with a new delivery date. This didn't materialize so we got back in touch to be told there is a problem at the suppliers. At this point we asked for the order to be cancelled and a refund issued which they agreed to but after a month of going back and forth between HoF we still haven't received a refund or car seat! HoF can't issue us with a refund until they have received a refund from Adorable Tots who they source the car seat from. What can we do to get our money back??:mad:

Comments

  • neilmcl
    neilmcl Posts: 19,460 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Did you order online or in store?

    You need to remind them that their ability to get a refund from their supplier has no bearing with their contract with you.
  • That is bad customer service from HOF they are playing delay tactics. Use Facebook and Twitter to direct your complaint and see if that resolves the issue.
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    Contact your card provider to initiate a chargeback for non-delivery of goods. If you paid by credit card and the car seat cost was £100 or more then you can raise a Section 75 claim.
  • I ordered online, I have told them the order was with them and not Adorable Tots but they just keep saying they need Adorable Tots to refund first. My partner spoke to a "Manager" in customer services early that just repeated the same spiel. Waiting for a call back from their Manager now.
    I just don't understand how they can be refusing to refund us when we haven't received our order and have since cancelled it. :mad:
  • Don't bother waiting for the call back and do as suggested by DoaM simply contact your payment provider and request a chargeback for goods not delivered.
    You have given HoF more than enough chances to refund so it's time to ignore them and get your refund by a different method.
  • neilmcl
    neilmcl Posts: 19,460 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    neilm_83 wrote: »
    I ordered online, I have told them the order was with them and not Adorable Tots but they just keep saying they need Adorable Tots to refund first. My partner spoke to a "Manager" in customer services early that just repeated the same spiel. Waiting for a call back from their Manager now.
    I just don't understand how they can be refusing to refund us when we haven't received our order and have since cancelled it. :mad:
    Then you should remind them of their legal obligation under the Consumer Contracts Regulations 2013 that they have 14 days to refund you once you cancelled the contract, by not doing so they are breaking the law.
  • neilmcl
    neilmcl Posts: 19,460 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Don't bother waiting for the call back and do as suggested by DoaM simply contact your payment provider and request a chargeback for goods not delivered.
    You have given HoF more than enough chances to refund so it's time to ignore them and get your refund by a different method.
    ^ Or do this.
This discussion has been closed.
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