House of Fraser - Not received refund - 3 months later

jpcoxell

I ordered (On pre order) an outdoor furniture set from House of Fraser online. This was the 23rd March. I paid using my Frasers Plus credit account. The next day I requested to cancel the pre order due to them emailing to say there would be a delay. They processed the cancellation immediately and I got an email confirming. We are now nearly 3 months on and they have not credited my Frasers Plus account back. 
Frasers plus are no help as they say the issue is with House of Fraser, I have now sent over 20 emails to HOF and they keep saying they will escalate to the relevant team and get back to me within 72 hours. This never happens and every time I chase, I get the same generic response of escalating. They confirm that they have cancelled the pre order but I am having to make payments to my Frasers Plus account so that they don't put a late payment or default on my credit file.

Not sure what else I can do. Ombudsman probably no good as its not the credit providers issue (Although owned by the same group). They have sent me a screen shot of their system showing the order as in 'Active' Status - meaning as far as they are aware, I owe them the money. Its not a massive amount at £150 but I shouldn't be paying for a cancelled order. The House of Fraser email inbox is now full apparently so no emails are getting to them now from me. 

Any ideas on what to do next? 

Thanks

Aylesbury_Duck

If it is a proper credit provider, I'd have thought you absolutely could pursue them because they are jointly liable for the problem.

marksman86

Hi, did you manage to get anywhere with this? I am having a similar issue with an item of clothing purchased through the Fraser Plus app over 3 months. I rang the retailer (Flannels) straight away and cancelled it due to the delivery address being wrong, had an email from them the same day confirming cancellation. Rang them to get it removed from the app and was told it has been cancelled their end and I was told to contact Fraser Plus who have no contact number just webchat. Many webchats later all I get told is they will raise the issue but I have heard nothing, soon they are going to start wanting payments and I really don't want to pay for something I have not had but if I refuse to pay it will just be marked on my credit score and I suspect people will start knocking on my door. So I have to decided to go to the financial ombudsman. They can't help me until 8 weeks have passed since the purchase so I am going to have to end up paying for this if they don't resolve it in the mean time.
I can't believe this is allowed to go on this day in age, after reading most of the reviews on Trust pilot there are many others who have been ripped off by this disgraceful company as well.
I will not give up on this and I will be going to the ombudsman after the 8 week time period.

I ordered (On pre order) an outdoor furniture set from House of Fraser online. This was the 23rd March. I paid using my Frasers Plus credit account. The next day I requested to cancel the pre order due to them emailing to say there would be a delay. They processed the cancellation immediately and I got an email confirming. We are now nearly 3 months on and they have not credited my Frasers Plus account back. 
Frasers plus are no help as they say the issue is with House of Fraser, I have now sent over 20 emails to HOF and they keep saying they will escalate to the relevant team and get back to me within 72 hours. This never happens and every time I chase, I get the same generic response of escalating. They confirm that they have cancelled the pre order but I am having to make payments to my Frasers Plus account so that they don't put a late payment or default on my credit file.

Not sure what else I can do. Ombudsman probably no good as its not the credit providers issue (Although owned by the same group). They have sent me a screen shot of their system showing the order as in 'Active' Status - meaning as far as they are aware, I owe them the money. Its not a massive amount at £150 but I shouldn't be paying for a cancelled order. The House of Fraser email inbox is now full apparently so no emails are getting to them now from me. 

Any ideas on what to do next? 

Thanks

born_again

marksman86 said:

Hi, did you manage to get anywhere with this? I am having a similar issue with an item of clothing purchased through the Fraser Plus app over 3 months. I rang the retailer (Flannels) straight away and cancelled it due to the delivery address being wrong, had an email from them the same day confirming cancellation. Rang them to get it removed from the app and was told it has been cancelled their end and I was told to contact Fraser Plus who have no contact number just webchat. Many webchats later all I get told is they will raise the issue but I have heard nothing, soon they are going to start wanting payments and I really don't want to pay for something I have not had but if I refuse to pay it will just be marked on my credit score and I suspect people will start knocking on my door. So I have to decided to go to the financial ombudsman. They can't help me until 8 weeks have passed since the purchase so I am going to have to end up paying for this if they don't resolve it in the mean time.
I can't believe this is allowed to go on this day in age, after reading most of the reviews on Trust pilot there are many others who have been ripped off by this disgraceful company as well.
I will not give up on this and I will be going to the ombudsman after the 8 week time period.

I ordered (On pre order) an outdoor furniture set from House of Fraser online. This was the 23rd March. I paid using my Frasers Plus credit account. The next day I requested to cancel the pre order due to them emailing to say there would be a delay. They processed the cancellation immediately and I got an email confirming. We are now nearly 3 months on and they have not credited my Frasers Plus account back. 
Frasers plus are no help as they say the issue is with House of Fraser, I have now sent over 20 emails to HOF and they keep saying they will escalate to the relevant team and get back to me within 72 hours. This never happens and every time I chase, I get the same generic response of escalating. They confirm that they have cancelled the pre order but I am having to make payments to my Frasers Plus account so that they don't put a late payment or default on my credit file.

Not sure what else I can do. Ombudsman probably no good as its not the credit providers issue (Although owned by the same group). They have sent me a screen shot of their system showing the order as in 'Active' Status - meaning as far as they are aware, I owe them the money. Its not a massive amount at £150 but I shouldn't be paying for a cancelled order. The House of Fraser email inbox is now full apparently so no emails are getting to them now from me. 

Any ideas on what to do next? 

Thanks

OP, made one post & has never returned at all.

Try this form for a complaint

https://fgsupporthelp.zendesk.com/hc/en-gb/requests/new

https://help.houseoffraser.co.uk/support/home#folder_80000709751

marksman86

Thanks but I have filled out probably 10 of these contact forms now and just get generic emails back saying somebody will reply etc. Nothing as of yet. I think it's an absolute disgrace tbh.