House of Fraser. paid but no goods

baza52

Placed an order for a purse for my wife on 1st December (£100) got the order acknowledgement just after and then nothing.
Kept checking the order online over the next few days and its status was "waiting to ship"

Sent an email (2) to chase the order up and waited a couple of days for a reply but nothing received.

Finally manage to speak to someone today on their webchat and im told that they need to chase the courier up as it looks like they received the parcel but it never left their warehouse and is probably lost.
They want me to wait another 7-10 working days to receive a reply from them despite me saying its an xmas present and is needed now.
They wont re send the purse or refund me until their investigation is complete.

Is this right? do they have me over a barrel?

Aylesbury_Duck

They're allowed time to check, and 7 to 10 working days isn't unreasonable.  It's unfortunate I'm afraid, but I wonder if your card company might intervene, or whether they'll only do so after that reasonable time.

baza52

thanks Aylesbury,

As the parcel never left the carriers warehouse and was never out for delivery i thought i might be able to cancel under DSRs?

knowing my luck it will be out of stock when they hear from Hermes.
Just frustrating that i paid 2 weeks ago and they could potentially have my money for another 3 weeks and then up to another 14 days to refund me.

Aylesbury_Duck

Such is the peril of doing business with the Sports Direct empire, I'm afraid.  House of Fraser is a comedy store nowadays.

baza52

im inclined to agree.
First and last time i order from them. I was just sent a link of what to buy lol.

I think i will just buy the same item from somewhere else so its in time for xmas then cancel the order when they sort it all out.

comeandgo

I think Hermes must shoulder some of the blame.  They are diabolical at the moment and don’t have the usual tracking in place.  I get goods delivered from them a week or ten days later than they should be.

baza52

comeandgo said:

I think Hermes must shoulder some of the blame.  They are diabolical at the moment and don’t have the usual tracking in place.  I get goods delivered from them a week or ten days later than they should be.

if i had known that hermes were to be the courier i would have paid more for delivery. Lesson learned.