House of Fraser problem

Dudleydave

Can anyone advise please. My wife purchased items from House of Fraser prior to Christmas. One parcel with one item in was received by ourselves, but another parcel (different order no, with a value of approx £120) did not arrive.
I am fairly tenacious in instances like this, but after multiple emails to HOF we have hit a brick wall of deafness.
They insist we received the parcel, showing us a delivery photo, which is clearly the other parcel and not the outstanding one in question.
I cannot find any other HOF contact details other than customer services.
Any recommendations or advise would be very welcome?

Aylesbury_Duck

How did she pay?  Credit or debit card, perhaps?  Gives you another means to pursue.

Dudleydave

It was a debit card details, unfortunately!

born_again

Dudleydave said:

It was a debit card details, unfortunately!

So you have chargeback rights then.
But be prepared to fight, as they will contest with the photo of the other package.

Dudleydave

Oh I’m prepared to fight alright, if they’re reading this (which I’m sure they do) do the honest thing and refund !

comeandgo

Can you ask for proof the first package was left and you can then point out that that’s also the evidence being used for the undelivered package.

Dudleydave

Thanks for your suggestion, done that. It’s one of those infuriating situations where they try to suggest the case is closed, then when you reply they start the ‘investigation’ again coming to the same incorrect conclusion. That has happened 3 times now, they seem to ignore my detailed response explaining their mistake!