Who should refund me?

Kittycatcoo

I was wondering if you could advise me. I returned a coat to House Of Fraser via the Post Office using their own pre paid label. I was given a receipt which states that if I have a query with the return to contact the mail order company. House Of Fraser have not refunded me and are now claiming said coat never left my local post office. Post Office say it is up to them. I am minus a coat and £65 and no one wants to know. Who should I be pursuing for my refund.

RoonilWazlib_2

House Of Fraser have not refunded me and are now claiming said coat never left my local post office. Post Office say it is up to them

What's up to them? Are post office agreeing that the item was not sent?

marliepanda

House of Fraser.

They can then pursue Royal Mail for the refund for not carrying out the service.

Do you have proof of postage?

DoaM

marliepanda wrote: »

Do you have proof of postage?

It would seem so.

Kittycatcoo wrote: »

I returned a coat to House Of Fraser via the Post Office using their own pre paid label. I was given a receipt which states that if I have a query with the return to contact the mail order company.

Kittycatcoo

Thanks guys. I thought it would be House Of Fraser as it does state on the receipt that they are the ones to contact. Unfortunately they are still saying I need to take it up with the Post Office, the Post Office are saying they don't have the item and it's gone off to House Of Fraser. I'm going to call House Of Fraser again and see what I can do. Thanks for your help.

naedanger

Kittycatcoo wrote: »

I was wondering if you could advise me. I returned a coat to House Of Fraser via the Post Office using their own pre paid label. I was given a receipt which states that if I have a query with the return to contact the mail order company. House Of Fraser have not refunded me and are now claiming said coat never left my local post office. Post Office say it is up to them. I am minus a coat and £65 and no one wants to know. Who should I be pursuing for my refund.

Provided you have proof you posted the item then HoF should refund you. If they have an issue with the PO that is from them to sort out with the PO. (It would be different if you had chosen to use the PO but as used the pre paid label it is not your problem.)

If bought the item using a credit or debit card you may be able to make a chargeback claim against your cc or dc company. (See: http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback)

Alternatively pursue HoF. If they don't pay up you may need to take them to court.

Fosterdog

How long ago did you send it?

Kittycatcoo

21st November

theonlywayisup

HOF are being very naughty and you might want to nudge them via social media if you have access to it.

If that doesn't do it, then as per post 6. Take it up with your card company. Explain you've returned the item via the HOF contracted carrier and that no refund has been made.

Kittycatcoo

So after an hour long phone call and having to wait for a manager to speak to someone they've refunded me via gift vouchers. No apology for their obnoxious Facebook staff who told me "no item, no refund."
I'd still rather have my money back as I don't really want to shop with them again, but given the nightmare they've put me through I better put up and shut up.
Thanks everyone for your advice have a nice Christmas.

DoaM

They won't have "Facebook" staff as such ... they'll have staff who manage social media interfaces (Facebook, Twitter etc.). These people will be part of the customer services group.

If you're willing to accept gift vouchers then OK ... but you're not obliged to take them - you're entitled to a full refund to the payment method used originally.