House of Fraser online - beware poor packaging and delivery service

mrs_scrooge

Just a quick rant after using H of F online service for the first time!

They use Amtrak for delivery in my area whose delivery policies differ from those stated on the H of F website ie they work different hours and do NOT leave parcels with neighbours. If they fail to deliver after 2 attempts (which can be any time between 8 and 6) they take your parcel to their depot, in my case a 20 minute drive to another town. They keep it there for just 2 days!

My parcel (a £130 bridesmaid dress) arrived poorly wrapped on a broken coathanger inside a very dusty outer bag.

I expected better from what I thought was a fairly upmarket department store and have put my comments in writing by email. All I received was a standard thank you for your feedback and sorry response.

I will not be repeating the experience!

custardy

is the package marked to say leave with neighbours?
might be HoF didnt pass those requests on.

you should pass on your issues to HoF.
they need to know the issues from packing/delivery to fix them

mrs_scrooge

custardy wrote: »

is the package marked to say leave with neighbours?
might be HoF didnt pass those requests on.

you should pass on your issues to HoF.
they need to know the issues from packing/delivery to fix them

I didn't actually request the parcel to be left with a neighbour but I'd read on the H of F website that if there is no one at home the carrier will attempt to leave the delivery with a neighbour. The card Amtrak left says that they cannot leave parcels with neighbours. Also my first attempted delivery took place outside the hours that the H of F website said.

I first of all phoned H of F customer service and said how un customer friendly Amtrak's rigid delivery policy was compared with other carriers who leave parcels with neighbours or leave a phone number to use to arrange a convenient time for the second attempt. Fortunately I didn't have to collect the parcel as I was at home the second time but if they had used Royal Mail at least that would have just been to my local sorting office. Amtrak's depot is about 17 miles away, a similar direction from my nearest H of F store but in the opposite direction!

I was asked to put it in writing as they welcome feedback but all I have received back is what looks like a standard apology email with my name pasted in it. No reference to the specific points I'd made. Perhaps I expect too much?

Hopefully they will correct the misleading delivery information on the website or better still ditch Amtrak!!

custardy

well really the main issue is hof own web details.
most likely they changed to amtrak as they are cheaper(going by the companys who seem to use them) but didnt bother to update the site.

leaving items with a neighbour is a tricky one.
just look on this site at threads from people complaining an item was/wasnt left with neighbours.
i can see why a courier just wouldnt do it

hollydays

Maybe they used a different carrier short term because of operational problems?