House of Fraser voucher - returns

Kayaybee

Hi all,
I'm an avid reader of the posts on MSE but I haven't yet felt the need to post my own... until now.

I had a gift voucher for House of Fraser. I needed some shoes. I knew which ones I wanted and bought them online from HoF, using my voucher. (Stupidly) I added 2 more pairs on to my order, and paid for those with cash, as I wanted to try some on that I'd seen on their website but wasn't sure they would be suitable. They weren't.

I returned the unsuitable shoes and later got an email to tell me I had a refund for a small amount. I contacted HoF to question why the refund was so low and they said that my gift voucher card had been refunded (which I had now disposed of) and the last few pounds sent back to my bank card. I explained I only ever wanted to spend the voucher.

A few emails back and forth have given me links to terms and conditions (given 3 links, 2 of which didn't actually lead to anything, the other didn't really explain anything). Apparently it's their policy to refund to the gift voucher first. Surely this can't be legal?! It just seems totally underhand and immoral, and in all honestly, feels like they've actually stolen my money from me.

They've certainly lost me as a future customer - I'll happily take my purchasing elsewhere. But I still can't get over the fact this is ok... is it?!

Fosterdog

While frustrating it is perfectly standard practice with most retailers and perfectly legal.

In future it is always worth ordering on two different transactions if you are using a voucher and planning to return at least part of the order.

pinkshoes

In which case, return the whole lot, then re purchase the pair you want using the gift voucher.

This is quite normal to refund the gift voucher first I'm afraid.

Kayaybee

Ok, thanks for replying. Just proves how long ago I worked in retail or had a voucher to use. Just seems so very wrong and crazy that I should have done two separate orders to do what I needed. The packaging, the effort, the way of making sure my money is kept... ah well, I'll not shop there again!

mije1983

Kayaybee wrote: »

I'll not shop there again!

So you will waste the money on the voucher then? Nose, spite, face situation really.

Pinkshoes' suggestion makes sense assuming you do still like the shoes.

Korkyb

Kayaybee wrote: »

ah well, I'll not shop there again!

You'll have to stop shopping everywhere as I think all/most retailers do this.


I'm sure someone will correct me if I'm wrong (which would be usual) but I think it may be to prevent credit card fraud (?? they may have to do it by law).


If this system wasn't used a gift voucher could be bought with a stolen / dodgy credit card, an item purchased with the gift voucher then the item taken back for a refund.


The store would effectively be acting as a "fence" giving 100% of the fraudulently obtained items value in cash to the tea leaf.


You know it makes sense ;-)