Refunds/returns

tjsc87

I just want some advice on how to proceed on this as House of Fraser are not backing down and do not want to give me a refund.

I bought a coat from them for £70, and within two weeks it was falling apart. I messaged them, and they told me i could return it to the warehouse for inspection and provided me with a returns label. I posted the coat to them on 26 November.
On 14th Dec I emailed them, querying what had happened to it, my response (17 Dec) was "As the item has been returned to our warehouse ot be inspected it can take up to 28days for the warehouse to issue a refund or sent the coat back. We need to allow this time for the inspection."
From this, I had assumed the item had been searched for, found to be received but yet to be processed. I gave it some time, even more time than usual as it was Christmas, and then I emailed them this week. They are now telling me that they haven't received it and I need to provide them with proof of postage.
I do not have this proof anymore, because I lost a wallet just before Christmas and I believe it was in there. Now I'm asking them why they responded with that message on 17 Dec, and why they're now telling me I am at fault :mad:
can someone please advise on what to do? Surely they are in the wrong for replying to me with that message on 17 Dec if they didn't receive it, they should've checked. More to the point, if they're offering prepaid postage, shouldn't they be able to track it? For faulty items especially! I've had 23 emails and a twitter DM with them from November and I'm losing all my patience!

Thanks!

gettingtheresometime

In fairness a pre paid label is akin to sending someone stamps so no I don't think it's fair to expect them to be able to trace any parcel sent with a pre paid label.

Was the email you received a personal email or an automated response?

If you can't provide the proof of posting what proof do they have that you actually sent it back?

naedanger

tjsc87 wrote: »

I just want some advice on how to proceed on this as House of Fraser are not backing down and do not want to give me a refund.

I bought a coat from them for £70, and within two weeks it was falling apart. I messaged them, and they told me i could return it to the warehouse for inspection and provided me with a returns label. I posted the coat to them on 26 November.
On 14th Dec I emailed them, querying what had happened to it, my response (17 Dec) was "As the item has been returned to our warehouse ot be inspected it can take up to 28days for the warehouse to issue a refund or sent the coat back. We need to allow this time for the inspection."
From this, I had assumed the item had been searched for, found to be received but yet to be processed. I gave it some time, even more time than usual as it was Christmas, and then I emailed them this week. They are now telling me that they haven't received it and I need to provide them with proof of postage.
I do not have this proof anymore, because I lost a wallet just before Christmas and I believe it was in there. Now I'm asking them why they responded with that message on 17 Dec, and why they're now telling me I am at fault :mad:
can someone please advise on what to do? Surely they are in the wrong for replying to me with that message on 17 Dec if they didn't receive it, they should've checked. More to the point, if they're offering prepaid postage, shouldn't they be able to track it? For faulty items especially! I've had 23 emails and a twitter DM with them from November and I'm losing all my patience!

Thanks!

I don't think their message was saying the item had been received. You presumably told them (in one of your emails) that the coat had been returned and they were just explaining that in that case it can take them some time (28 days) to respond.

Do any of their other messages actually say the coat has been received? If not and you no longer have proof of posting then I think you will have to hope the coat turns up eventually.

[Deleted User]

tjsc87 wrote: »

I had assumed the item had been searched for, found to be received but yet to be processed.

You can't make such assumptions. The message needs to have explicitly stated this. It obviously didn't.

tjsc87 wrote: »

They are now telling me that they haven't received it and I need to provide them with proof of postage.
I do not have this proof anymore, because I lost a wallet just before Christmas and I believe it was in there.

Unfortunate.

tjsc87 wrote: »

I've had 23 emails and a twitter DM with them from November and I'm losing all my patience!

I agree it's not looking good...

tjsc87

So, that email was a personal response to me enquiring after the parcel.
This is in December, 20 days after it had been posted.
There is no mention of it not being received, which I would expect them to check since that is exactly what I have asked them to do. If it hasn't been flagged as not being received, I think it's fair to assume that it has been- and that they've checked their system (as that's what they should've done).

I didn't email them again until this week to check again because that is the response I got previously. Does that make sense?

unholyangel

tjsc87 wrote: »

So, that email was a personal response to me enquiring after the parcel.
This is in December, 20 days after it had been posted.
There is no mention of it not being received, which I would expect them to check since that is exactly what I have asked them to do. If it hasn't been flagged as not being received, I think it's fair to assume that it has been- and that they've checked their system (as that's what they should've done).

I didn't email them again until this week to check again because that is the response I got previously. Does that make sense?

In your opinion.

But do you really think someone who possibly works in an office not even at the same location the parcels are sent/received is going to go on a hunt for 1 parcel out of hundreds possibly thousands just because you ask or expect them to? Do you not understand how impractical (not to mention costly & time consuming) that would be?

Perhaps try the post office and see if they can help you - no idea if this is possible as I've never tried personally, but you've certainly nothing to lose by asking.

If they prepaid for the label then you just need to prove that their agent (the courier/post office) took possession - anything that happened after that is their liability. But unfortunately the risk remains with you until it is passed to their agent - which is why proof of posting would have been great even if it wasn't tracked and didn't prove they actually received it.