Anybody help with House of Fraser?

BIGEYE

I am having a terrible time with an order I placed online with House of Fraser. Does anyone have a contactable email address for their head office or CEO for them? I sent an email to Stuart Wright, but got a message blocked reply.

TIA

MorningcoffeeIV

https://help.houseoffraser.co.uk/en/support/home

elsien

The CEO is Michael Murray. Son-in-law of Mike Ashley of sports direct infamy.
Which may tell you all you need to know about customer service moving forwards.


If you said what the issue is people might be able to help?

ETA they have a snail mail address although no guarantee anything will arrive at the moment.

House of Fraser Limited

27 Baker Street

London, England W1U 3

United Kingdom
They don’t seem to have a customer service email other than using the webpage. 

 Have you tried messaging on Twitter? Some companies do seem to respond more quickly to that nowadays.

BIGEYE

Thanks. I've sent a letter by snail mail. I'll try on social media later. The issue is an order that has not been delivered. HoF are refusing to cancel the order.

DullGreyGuy

BIGEYE said:

Thanks. I've sent a letter by snail mail. I'll try on social media later. The issue is an order that has not been delivered. HoF are refusing to cancel the order.

By not been delivered does that mean it has been dispatched? If it has been dispatched most companies wont cancel the order until the courier confirms the parcel has been lost else if it is delivered to you just very late you'd have little incentive to return it. 

elsien

FWIW I posted a parcel mid month in between strike days that hasn’t been received yet.
 I think you need to allow time to work out whether it has got lost or is just sat in a pallet somewhere for longer than usual,
When did you order it?

They can’t cancel if they sent it because if it then turns up they will be out of pocket. So it’s either giving it longer to arrive then using their usual returns policy to send it back, or put in a lost item/item not received depending on what their terms and conditions say about the timescales for that.

born_again

BIGEYE said:

Thanks. I've sent a letter by snail mail. I'll try on social media later. The issue is an order that has not been delivered. HoF are refusing to cancel the order.

So when was it ordered?
Has they confirmed it has been dispatched & via what method?
How did you pay?

BIGEYE

emails to michael murray also blocked.

Manxman_in_exile

If you gave some of the details being asked for, somebody might be able to suggest the best way forward...

eg  when was it ordered

how did you pay

has it actually been dispatched

has it been confirmed lost

BIGEYE

Social media worked. I posted 2 messages on twitter, days apart. No response with the 1st message, but the 2nd message got an immediate response. Now received a refund, and money is back in the bank. No apology though. What a horrible company to deal with. I advise all to avoid using House of Fraser online.
Thank you to all that replied.

Brywalker

HOF Online reviews are very poor.  Glad you got a good result in the end Bigeye