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    • bisgeden
    • By bisgeden 14th Dec 18, 4:02 PM
    • 1Posts
    • 2Thanks
    House of Fraser sharp practice?
    • #1
    • 14th Dec 18, 4:02 PM
    House of Fraser sharp practice? 14th Dec 18 at 4:02 PM
    Did anyone else fall for the HoF £5 suitcase scam?
    You made a purchase of a suitcase online for £5 and paid £4.99 delivery but they gave you a £5 gift card to be spent in store when you collected the suitcase.
    Long story short after a month nothing about suitcase but a £5 refund back to the card used to make purchase. When queried over the £4.99 no reply from HoF. Now their website no longer has an email to contact them by, only by post.
    I am pursuing it via chargeback with my card provider as the item was not delivered or £5 voucher received, they have said the p&p is not generally covered by chargeback as it is a service not goods provided. They are happy to try and recover the money via chargeback but can not guarantee it will work.
    I have since learnt of three other people who are in the same boat, only had £5 refunded.
    Is this a way of boosting funds or just a coincidence? Would love to hear if it has happened to anyone else and how to proceed if chargeback does not work.
    Just want my £4.99 back before the receivers are called in, February 2019??

    Apologies if this is posted in the wrong forum, but there are so many of them.
    Last edited by bisgeden; 14-12-2018 at 4:04 PM.
Page 1
    • pmduk
    • By pmduk 25th Dec 18, 7:08 PM
    • 10,133 Posts
    • 7,755 Thanks
    • #2
    • 25th Dec 18, 7:08 PM
    • #2
    • 25th Dec 18, 7:08 PM
    First of many examples of sharp practice under their new ownership?
    • dollyponduk
    • By dollyponduk 27th Dec 18, 3:14 PM
    • 19 Posts
    • 3 Thanks
    • #3
    • 27th Dec 18, 3:14 PM
    HoF dodge answers
    • #3
    • 27th Dec 18, 3:14 PM
    Similar to the OP, I purchased a pair of shoes in size 8 from House of Fraser just before xmas. The delivery charge was £4.99 and they subsequently sent the shoes in a size 7. Not what I ordered. They now have no phone number to call and if you email them the stock reply lists a few scenarios which should you fall into, you will receive no reply to your email. As far as wrong item being delivered the stock response is:

    Incorrect Item(s) Delivered: We apologise if you have received the wrong item(s) in your delivery and encourage you to return these to us, indicating the reason for the return on your delivery note.

    Now to return the shoes would cost over £4 so I would be out of pocket almost £10 for their mistake presuming neither postage would be reimbursed which I could not know and was not prepared to risk. Add to that said shoes had sold out so could not be replaced by size 8. Luckily for me I had until 20 Jan to return them and they were beautiful and a good enough reduction so I listed them on ebay for what I paid plus postages - still less than half the rrp and they sold within an hour so all is hopefully well on this occassion but I am put off buying anything at all from House of Fraser as you cannot speak to anyone about any issue at all now!
    • dollyponduk
    • By dollyponduk 27th Dec 18, 3:24 PM
    • 19 Posts
    • 3 Thanks
    • #4
    • 27th Dec 18, 3:24 PM
    stock reply email I got - no-one pops up on webchat for me
    • #4
    • 27th Dec 18, 3:24 PM

    Thank you for your email

    We are doing our best to respond to enquiries as quickly as possible. Please note, If the answer to your query can be found below, please note we will not reply to your email.

    It may take us a number of days to get back to you – but why not try our web chat? It is available on our ‘Contact Us’ page and the quickest way to get an answer to your question.

    Please find answers to the most common enquiries we are currently receiving below:

    Giftcards & eVouchers

    On Friday 10th August 2018 Sports Direct announced the acquisition of the business and assets of House of Fraser. As a result of this acquisition Sports Direct has no liability to customers in possession of gift cards and vouchers with an active balance issued prior to this date.

    However, between the 10th of August and 31st of October, requests for eVoucher replacements were being accepted by post as a gesture of goodwill. Please check your Inbox, Spam and Junk folders as the vast majority of replacement eVouchers have now been sent to customers. If you have received one of these codes and are having issues using these at checkout, please ensure these are entered in the Redeem Gift Card and Voucher box, not the Promotional code box.

    If you have not yet returned your gift card, we will be unable to accept further requests for replacements.

    House of Fraser Online Orders: September Onwards

    Amending an Order: Regrettably once an order is placed with House of Fraser we are unable to amend it in any way.

    Cancelling an Order: Please provide your order number, full name and billing address including postcode and notify us of your intention to cancel. You may then return your item(s) to us – in accordance with the Terms & Conditions outlined on our website - and a full refund will be issued. We would be unable to process the cancelation prior to dispatch and you will need to return this to our returns warehouse within 14 days of notifying us of your desire to cancel.

    Missing & Part Missing Parcel(s): If your order has failed to be delivered, either in full or in part, we will need to investigate. We would advise in the first instance to check the tracking link for your order, accessible via the link in your dispatch email and via the order details on the My Account section of our site. If your delivery is outwith our stated delivery timescale of 5 working days, please email us with your order number, full name and billing address including postcode (if not in your original email), and we will look into the delivery for you.

    Incorrect Item(s) Delivered: We apologise if you have received the wrong item(s) in your delivery and encourage you to return these to us, indicating the reason for the return on your delivery note.

    Returning an Order: You can return your items within 28 days of receipt of your order for a full refund to the original payment method used, however, you will be responsible for the postage and any associated cost and risk of the return of the goods to us. You must ensure the products are received by our Online Returns Centre within 28 days of receipt of your order otherwise your refund may be refused. You can also return your online purchase in any UK House of Fraser store for an exchange or a refund onto a gift card. Items must be returned within 28 days of receipt of your order and include a copy of your delivery note – sent to you via email upon order despatch.

    How to Return an Order: Bring the items you wish to return and your delivery note into store, and we will be able to offer you an exchange or gift card. Alternatively, return your order via post at your local Post Office to:

    House of Fraser Returns
    Shaw Close
    Park Farm Industrial Estate
    NN8 6BN

    You are responsible for the cost of returning the items by post or courier. We recommend that you return the items via a recorded delivery service and retain proof of postage.

    Requiring a Delivery Note: If you require a delivery note/returns paperwork please email with your order number as the subject line. Please don’t send personal information in your email, emails containing personal information will be deleted. Only delivery note requests will be processed via this mailbox, any other correspondence will be deleted.

    Returned an Order: A refund will be credited to your original payment method within 14 calendar days of us receiving the returned goods at our Online Returns Centre. Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process. If it has been more than 14 calendar days from receipt of your returned goods at our Online Returns Centre, please provide your order number, full name, billing address including postcode and a copy of your proof of postage receipt for us to investigate your return with both the courier and our warehouse.

    House of Fraser Online Orders – Placed Prior to 10th August 2018

    If your enquiry relates to an order placed prior to 10th August 2018 in any respect, including any returned/cancelled orders, there are several options open to you. If you are seeking a refund for an order, you may contact your credit card provider or bank – to action a Section 75 claim or chargeback, if applicable. Alternatively contact the administrators, Ernst & Young (EY) using the following email address:

    EY request that your email include a copy of your order confirmation email: be sure to include your order number, items ordered and value. If you have returned an order placed prior to 10th August 2018 to House of Fraser, these parcels will be returned to you by Royal Mail and Collect+, as per instructions from Ernst & Young.

    For any and all other queries, please ensure you have provided us with:
    1. Your order number
    2. Your full name
    3. Your billing address including postcode

    By providing the above information we will be able to help you resolve your query more quickly.

    Kind regards,

    House of Fraser Customer Services

    ************************************************** ***********************

    House of Fraser Limited
    Registered office: Unit A Brook Park East, Meadow Lane, Shirebrook, NG20 8RY
    Company Number: 10686681
    Registered in England

    If you have received this e-mail in error, please notify the sender and delete
    the e-mail and attachments immediately. This e-mail (including any attachments)
    may contain confidential and/or privileged information.If you are not the
    intended recipient, any reliance on, use, disclosure, dissemination, distribution
    or copying of the e-mail or attachments is strictly prohibited. Please be aware
    that emails sent to and from House of Fraser Limited may be monitored
    for reasons of security, to protect our business, and to ensure compliance with
    legal and regulatory obligations and our internal policies.

    We have checked for viruses but the content of an attachment may still contain
    software viruses, which could damage your computer system. We do not accept
    liability for any damage you sustain as a result of a virus introduced by this
    e-mail or attachment and you are advised to use up-to-date virus checking software.
    E-mail transmission cannot be guaranteed to be secure or error free.

    This e-mail is not intended nor should it be taken to create any legal relations,
    contractual or otherwise.

    The views expressed in this Email are those of the author and do not
    necessarily reflect the views of House Of Fraser Ltd.

    Shop in store or online at

    ************************************************** ***********************
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