House of Fraser won't refund me for damaged goods

emmaace

I bought two matching ceramic homewares as part of a set in early December online from the House of Fraser. They arrived in a plastic bag. One of the items was in a box and seemed undamaged ( I didn't open the security packaging). The other item, a platter, was not in a box. Rather it was wrapped in bubble wrap. I could see that it was badly smashed through the wrap.
I tried to contact HofF through several means until yesterday. I received generic replies from them, which were not relevant and of no help. It was impossible to call anyone at the HofF. I then tried to contact them through the MSE service, Resolver. I received the same generic replies. Yesterday, I decided to take the products back to the Victoria (London) branch.
There were three people on the customer service desk on the second floor. Dealing with them was really unpleasant. After explaining what had happened and despite the platter being obviously smashed and the security tape still intact, they questioned me as to whether it had arrived intact. The first person passed the matter onto a colleague. They were clueless as to my rights. I was due a full refund on the damaged goods as well as the intact goods. They then told me that I could have a refund on the damaged goods and a gift card for the undamaged goods. I argued that as I had bought them as a set, I should get a refund on the two items. I told them that I had had to buy another item (from another store).
They refused and pointed me to the invoice that states that if you return in store, you are entitled to a refund to a gift card. They said that in order to get a full refund, I had to return them through the post (at my expense). I said that neither scenarios applied as the items were damaged.
They refused to listen to me and kept on offering the gift card option. I thought that they were offering a refund on the damaged item and a gift card option on the undamaged item. I finally agreed to this as I was getting so frustrated by them. The final insult came when they gave me the gift card for the two items. I took the gift card and told them that would never shop with HofF again. They did not seem to care. I was so incensed by this and want to warn everyone not to shop at this place again. Before Mike Astley got a stake in this shop, I was a loyal customer. Never again.

pinkshoes

They are partially correct.

If you returned online (at their cost if they are both broken) then you would be entitled to a full refund.

As you returned in-store then the refund is via whatever their T&Cs are. So a gift voucher.

I am assuming you purchased two matching items rather than a set? Are both broken?

unforeseen

The final insult came when they gave me the gift card for the two items. I took the gift card and told them that would never shop with HofF again.

Can I have the gift card since you are not going to use it?

soolin

If the purchases were 2 seperate purchases, i.e. Not sold as a single item in one transaction , then the shop were completely correct. The legal requirement for a damaged item is a full refund, however for a change of mind return on the undamaged item, you were subject to their terms and conditions. The choice would have been returning the undamaged item by post at your own cost, or accepting a gift card in store.

However, throwing a bit of a strop and walking out with the gift card which you say you will not use seems an odd way to show your displeasure, you are basically giving them free money? With the current warnings in place about HOF and the chance that they may not survive the winter if you do actually intend to use the card I would do it ASAP as if they do go under the card will be worthless.

Aylesbury_Duck

emmaace wrote: »

The final insult came when they gave me the gift card for the two items. I took the gift card and told them that would never shop with HofF again. They did not seem to care.

You've given them money and they've got their goods back, one item of which they can sell again. That's showed 'em.

TadleyBaggie

So the title if this thread is incorrect, they did give you a refund albeit not by the method you wanted.

Sell the gift card or gift it to a relative or friend.

bris

Sorry but the time of year means it was always going to be hard to get replies as quick as you want them. Yesterday was new years day, do you really think they were all sitting waiting on complaints on new years day?


The store policy is right, that's how they deal with online returns, a lot of companies do. You shouldn't just assume they are the same as online rights.


It would have been resolved to your liking if you had a little patience, was a couple of days really going to make such a big difference.