My order has not been delivered in full

Mags2988

I’ve recently have purchased goods from House of Fraser. I’ve ordered 2 large tracksuit bottoms, 2 medium hoodies and pack of 3 t-shirts. Once I’ve opened the parcel I’ve noticed that  only 4 out of 5 items have been delivered and I’ve immediately contacted customer service. After many emails they’ve advised that they’ve investigated the issue and they can confirm that all items were packed in my parcel and that I’ve received all goods, which is not the case…

The only evidence I have showing that not all goods were in my parcel is the weight as I would expect these to weight approx 2kg, but my parcel weighted 1.5kg. I’ve tried to argue this with HoF but they just keep treating me like a liar and criminal… they’ve even blocked my accounts so I’m no longer able to purchase goods from either HoF or sports direct website…

I could deal with loosing £40 for the missing items but blocking my accounts is making me feel like I’ve robbed them and I am being penalised for their incompetency… Is there any way I can fight it? Or report it somewhere as based on trust pilot comments it looks like i am not the only one being treated like this… 

the_lunatic_is_in_my_head

@born_again might advise on a card chargeback either for part non-delivery or for not as described as incomplete (which would require proof of return for what you have).

HOF are Sports Direct who not known for excelling in customer service. 

Mags2988

the_lunatic_is_in_my_head said:

@born_again might advise on a card chargeback either for part non-delivery or for not as described as incomplete (which would require proof of return for what you have).

HOF are Sports Direct who not known for excelling in customer service. 

Thanks for this. Already tried chargeback with my bank. They’ve put claim through to HOF and they’ve rejected it so bank can’t refund me. 

Okell

If they've blocked your accounts because they see you as a "difficult" customer and don't want to do business with you, there isn't anything you can do to make them change their mind.  (Unless they are discriminating against you because you possess a protected characteristic...)

If they won't accept what you say, your only recourse is to sue them in court.  Whether you find that satisfactory or not is up to you.

born_again

Mags2988 said:

the_lunatic_is_in_my_head said:

@born_again might advise on a card chargeback either for part non-delivery or for not as described as incomplete (which would require proof of return for what you have).

HOF are Sports Direct who not known for excelling in customer service. 

Thanks for this. Already tried chargeback with my bank. They’ve put claim through to HOF and they’ve rejected it so bank can’t refund me. 

That only leaves small claims.

But we are talking Sports Direct here, as group involved.

Mags2988

born_again said:

Mags2988 said:

the_lunatic_is_in_my_head said:

@born_again might advise on a card chargeback either for part non-delivery or for not as described as incomplete (which would require proof of return for what you have).

HOF are Sports Direct who not known for excelling in customer service. 

Thanks for this. Already tried chargeback with my bank. They’ve put claim through to HOF and they’ve rejected it so bank can’t refund me. 

That only leaves small claims.

But we are talking Sports Direct here, as group involved.

It’s not worth it.. 

I was thinking more about reporting them to trading standards as this sort of bullying behaviour should not be acceptable…

eskbanker

Mags2988 said:
I was thinking more about reporting them to trading standards as this sort of bullying behaviour should not be acceptable…

Nothing stopping you from reporting a trader to Trading Standards, but do it with your eyes open to the fact that they won't actually help you and will (if they choose to) simply add your voice to that of others if they believe that there's something worth pursuing the company for.

Trading Standards might be interested in repeated instances of items being omitted from orders, without refunds being issued, as this breaches regulations, but won't be in the slightest bit bothered about difficult customers not being welcome back, as there's nothing obliging traders to serve customers they don't wish to (other than unlawful discrimination on protected characteristics, as above), although that certainly isn't 'bullying'!

born_again

Mags2988 said:

born_again said:

Mags2988 said:

the_lunatic_is_in_my_head said:

@born_again might advise on a card chargeback either for part non-delivery or for not as described as incomplete (which would require proof of return for what you have).

HOF are Sports Direct who not known for excelling in customer service. 

Thanks for this. Already tried chargeback with my bank. They’ve put claim through to HOF and they’ve rejected it so bank can’t refund me. 

That only leaves small claims.

But we are talking Sports Direct here, as group involved.

It’s not worth it.. 

I was thinking more about reporting them to trading standards as this sort of bullying behaviour should not be acceptable…

You need to go via Citizen's advice. Who will pass it on to T/S

screech_78

Have you ordered from House of Fraser before and raised any issues in the past? 

Mags2988

screech_78 said:

Have you ordered from House of Fraser before and raised any issues in the past? 

No, have been ordering from sports direct in the past with no issues and ordered from HOF for the first time and 1 of the items was missing. It was the first time that I raised the issue

screech_78

Mags2988 said:

screech_78 said:

Have you ordered from House of Fraser before and raised any issues in the past? 

No, have been ordering from sports direct in the past with no issues and ordered from HOF for the first time and 1 of the items was missing. It was the first time that I raised the issue

Ok, was just wondering if there had been previous issues and they had now decided to no longer do business with you. Obviously that’s not the reason.