House of fraser - No refund

LauraE1 Forumite Posts: 1 Newbie
Can anyone help
 I have returned a bag (£260) as not as described ( original link to bag disappeared) . Evri confirmed this had been delivered via tracking number,.
Been liaising with HOF (via resolver) , who have not responded to request for confirmation.
After reading several reviews I am concerned I will not receive a refund.
I have exhausted the complaints procedure.
I am finding HOF quite sinister , my next steps to claiming a refund will.need to outside of HOF.
Can anyone advise on my next steps ?


  • SiliconChip
    SiliconChip Forumite Posts: 1,023
    1,000 Posts First Anniversary Name Dropper
    It's not clear what HoF's response to your complaint was, what was their reason for not refunding you?
    How did you pay? If you used a card then you can request a Chargeback, as long as you're within the time limits still. Or if it was a credit card you can make a claim against the card issuer under Section 75 of the Consumer Credit Act.
  • RefluentBeans
    RefluentBeans Forumite Posts: 453
    100 Posts Name Dropper
    Welcome to the forum. Sorry you’re having difficulties with HoF. 

    Can you give us a bit more information and timeline of what happened - I assume you ordered online and got it delivered to your house. You then decided to return it (through their returns procedure?) and then got given a label to post back with or did you pay for the postage back? 

    You check Evris website and see it’s been delivered - what communication have you received from HoF about this? Are they claiming to not have received it at all, that a different product has been returned, that the bag is damaged and not returnable or just no comms from them at all?

    I know it’s annoying to recount everything again, but the advice will be more specific if you can tell us dates and what’s happened. Like are we dealing something you returned last week, or something you returned months ago? 

    Also why through Resolver? Have you tried to talk directly to them? I feel there’s a lot of gaps here and they need filling in really 
  • TELLIT01
    TELLIT01 Forumite Posts: 15,749
    Ninth Anniversary 10,000 Posts Name Dropper PPI Party Pooper
    When was the item purchased and when was it returned?  In what way do you find HOF 'sinister'?  How much direct contact with HOF have you had as you are dealing with them via Resolver?
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