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

Gloria_Steeth

Just as an aside:

There's an advert in today's Metro newspaper which says if you show your House of Fraser loyalty card or unredeemed gift card at any Boots store this weekend, they'll give you 250 Advantage Card points. No purchase necessary and valid until Monday 27th Aug.

GreenBitterfly

250 equates to £2.50, presumably getting people through the door, spending more than that in Boots stores.

clarity13

Is there anything we can do about this??

Still waiting on my refund for returned items they received on 2nd August. They have limited any enquiries to them by email, but are not responding to any. No communication from them at all for 2 weeks now and a lot of people out of pocket.

molar

I sent them a HoF gift card (of fairly low value but not insignificant) on 22nd August and it still hasn't arrived, or at least it hasn't been signed for on arrival.

CD37

Ordered £130 of goods on 12/8 ( so after purchase by Sports Direct), credit card debited immediately. Order acknowledgement received then nothing until email of 16/8 about orders being cancelled etc. Nothing since other than a further email on 23/8 repeating information given on 16/8. Spoke to credit card issuer (Lloyd’s/Halifax) who were absolutely no help. They won’t treat it as a disputed payment under Section 75 because ‘HoF has offered a refund’ .Their advice- email or ring HoF. Won’t budge even when told phoning HoF isn’t an option and emails are being ignored. I’ve lodged a complaint with them, as having read the Section 75 provisions they are ‘jointly and severally liable .... for any breach of contract’ and specific mention is made of retailers not responding - which definitely applies in this case! If they still won’t do anything and HoF don’t refund the money then the Financial Ombudsman Is the next step although it’ll be a slow process. Annoying that the press haven’t picked this up. Maybe some adverse publicity might get some positive action for all those affected. It goes without saying I won’t be a customer of HoF, even if it survives, or anything else connected to Sports Direct after this.

Salster278

As advised by various sites, we sent my husbands 500.00 HOF card to the London refund address. He was given the card as a reward for 35 years service with his company. We sent it on 29th August by 1st class ‘signed for’. We’ve just got back from holiday and checked the tracking and the letter hasn’t been signed for. I’ve since read that the address for gift card returns is now a Glasgow address. I wondered if anyone else had the same experience.

molar

sazz1006 wrote: »

As advised by various sites, we sent my husbands 500.00 HOF card to the London refund address. He was given the card as a reward for 35 years service with his company. We sent it on 29th August by 1st class ‘signed for’. We’ve just got back from holiday and checked the tracking and the letter hasn’t been signed for. I’ve since read that the address for gift card returns is now a Glasgow address. I wondered if anyone else had the same experience.

Yes, see my post above. Mine was sent on 22nd August and still hasn't been signed for.

I really hope you get your £500.00 refunded.

Salster278

Thanks Molar, I don’t know why didn’t I see that!

mrssjs

I returned mine on 21st August and have not received anything yet. Value almost £200

Bellarubyroohoo

I ordered £320 of goods from House of Fraser on the 17th July. All of the items were returned on the 8th August, and I have retained the proof of postage. I have obviously had my head in the clouds as only just noticed that my bank balance was looking very poor and the reason the money has not been returned yet is due to them going into administration!!! Oh my goodness, I really cant afford to lose this money! I paid through Paypal, does anyone know if there is a way to get my money back through Paypals buyer protection??