House of Fraser customers left in dark over online orders and gift cards

MSE_Sarah

House of Fraser customers have been left without any information on online orders and confused over what's happening with gift cards almost a week after the department store went into administration and was then bought by Sports Direct....

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'House of Fraser customers left in dark over online orders and gift cards'

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jenniewb

So does anyone know for sure if we can send them in or not? Displays instore suggest sending in vouchers, but now I'm reading for the past week those signs were incorrect? What's going on?!

VT82

I'm not risking it yet. Twitter direct messages from their 'HoF Help' account were less than informative. I'm not going to be one of the canaries down the mineshaft.

jenniewb

VT82 wrote: »

I'm not risking it yet. Twitter direct messages from their 'HoF Help' account were less than informative. I'm not going to be one of the canaries down the mineshaft.

Not going to risk what? Do you mean sending in vouchers? I don't see how else they will honor anything as the new owner bought the brand on (but not only) on the basis that past gift cards were not part of the deal. I'm worried I've lost out.

LadyDee

Be good if the board guides checked whether or not there was already an active thread in cases like this. Perhaps nobody talks to each other at MSE Towers?

VT82

jenniewb wrote: »

Not going to risk what? Do you mean sending in vouchers? I don't see how else they will honor anything as the new owner bought the brand on (but not only) on the basis that past gift cards were not part of the deal. I'm worried I've lost out.

I will send them in for an exchange, I just don't want to be amongst the first. I want to wait for HoF/Sports Direct to get the exchange process well established, and to hear that people are actually getting something back rather than having to continually chase and then be told that the cards they have sent in are being conveniently lost. Chance it could backfire and only the first lot get voucher exchanges before Sports Direct change their mind about their generosity, but I'm willing to risk it.

jenniewb

VT82 wrote: »

I will send them in for an exchange, I just don't want to be amongst the first. I want to wait for HoF/Sports Direct to get the exchange process well established, and to hear that people are actually getting something back rather than having to continually chase and then be told that the cards they have sent in are being conveniently lost. Chance it could backfire and only the first lot get voucher exchanges before Sports Direct change their mind about their generosity, but I'm willing to risk it.

I've sent mine in. I was imagining the longer I wait the less likely they are to pay anything back. I would imagine and hope though that the company want to continue and retain good customer relations (which if you've ever looked at the footfall in these stores you'd know how valuable it is to keep customers at least not hating them) if they want to keep the store going they would be best advised to just pay back the vouchers as vouchers.


Though to put it into context, my mum who is 7 years from retirement (so would find it hard to find a new job) and her husband work for a small firm who House of Fraiser owe a lot of money to. It could seriously damage them if not put them out of business. They are a small company who have been trading for many decades, all wiped out because Mike Ashley deliberatly waited for HoF to be pulled into administration before offering a bid- he would have done this so he was not liable for the debts to small companies such as the one my mum and her partner work for.
They have a mortgage, don't live a luxury life but work hard for what they have, HoF has over the years seen my mum work and me not being able to see her. They took goods and work but had not paid up for it.


As much as I would like my vouchers back- I'd been saving them for Christmas gifts for my nieces and am unlikely to be able to buy anything without it, it worries me more that my mum may lose her job and possibly her home over this mess. If she does lose her job, I will never respect House of Fraser the same way again and I'd bet my mum's employer is far from the only one in this position.

katybshopper

Hi , just received £40 worth of Recognition vouchers with my latest House of Fraser credit card statement. Does anyone know whether these can still be spent in store or are they now worthless. They are issued by Newday who operate the HoF credit card so not sure how they will be affected?

FOFI

ordered online on the Friday (10 th) for goods to the Total of 123.00, so after they were taken over.
My order was one of the ones cancelled. Not only did I not get to use the gift voucher of 50.00 I have also not been refunded for the balance back of £73.00 that I paid via paypal on my credit card! This really concerns me as this money was paid after Sports Direct bought HoF. I have now written to them twice with no response. Anyone else not been refunded?

clarity13

Not been refunded either yet, but for items returned before the administration. Contacted them on Twitter and they told me to wait 14 working days for it to show, which I did but no refund. This was the day before they went silent on twitter and said only accepting emails. Have emailed them twice now with no response and still no money back.

julsngraham

I also have £75 of vouchers to spend, not keen just sending them into a black hole, unless I hear they are actually reimbursing them? anyone had anything back? How can we gather more information?