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  • FIRST POST
    • MSE Callum
    • By MSE Callum 14th Sep 18, 4:48 PM
    • 388Posts
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    MSE Callum
    0 WOW
    House of Fraser U-turn - customers now WON'T get refunds for undelivered items - MSE News
    • #1
    • 14th Sep 18, 4:48 PM
    0 WOW
    House of Fraser U-turn - customers now WON'T get refunds for undelivered items - MSE News 14th Sep 18 at 4:48 PM
    House of Fraser customers have been told they now won't be refunded for unfulfilled orders they placed before the store went into administration - despite the firm previously saying they would be...
    Read the full story:
    'House of Fraser U-turn - customers now WON'T get refunds for undelivered items'

    Click reply below to discuss. If you havenít already, join the forum to reply.
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Page 1
    • Makeandsave
    • By Makeandsave 14th Sep 18, 5:42 PM
    • 3,150 Posts
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    Makeandsave
    • #2
    • 14th Sep 18, 5:42 PM
    • #2
    • 14th Sep 18, 5:42 PM
    If they fail to give refunds then people should Boycott the stores full stop, By doing this its ruined a brand name people will have lost trust!
    Nov wins: £25 cash
    • MrChips
    • By MrChips 14th Sep 18, 9:06 PM
    • 940 Posts
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    MrChips
    • #3
    • 14th Sep 18, 9:06 PM
    • #3
    • 14th Sep 18, 9:06 PM
    I've been fairly relaxed about this to date, as the original tweet said we would get a full refund, and I thought I could claim the money back via Section 75 as a last resort.

    However, now they've changed their mind, and I've discovered that even though the order total was well over £100, I might not be covered on my credit card as none of the individual items was over £100!

    Oh dear...
    If I had a pound for every time I didn't play the lottery...
    • MrChips
    • By MrChips 14th Sep 18, 10:06 PM
    • 940 Posts
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    MrChips
    • #4
    • 14th Sep 18, 10:06 PM
    • #4
    • 14th Sep 18, 10:06 PM
    Possible good news - I used an Amex card and they seem to have something called "refund protection". They will cover me for up to £200 per item (up to £750 in total) where the retailer will not refund the item.

    Fingers crossed.
    If I had a pound for every time I didn't play the lottery...
    • wavelets
    • By wavelets 15th Sep 18, 6:02 AM
    • 553 Posts
    • 240 Thanks
    wavelets
    • #5
    • 15th Sep 18, 6:02 AM
    • #5
    • 15th Sep 18, 6:02 AM
    Possible good news - I used an Amex card and they seem to have something called "refund protection". They will cover me for up to £200 per item (up to £750 in total) where the retailer will not refund the item.

    Fingers crossed.
    Originally posted by MrChips
    Possible bad news - I'm not sure "Refund Protection" will assist you in this instance.

    According to the insurance terms, a minimum purchase value per item appears to apply (£25?)

    More importantly, this insurance appears to cover items purchased from a UK store that they then fail to take back.

    To make a valid claim you will need to provide the following:

    1. Details of retailer who refused to accept returned items
    2. Purchased items in original packaging [This will be your main difficulty in this instance, I suspect]

    The following items are also specifically excluded:
    Jewellery; precious stones; rare and precious coins or stamps; one of a kind items including antiques, art work and furs; cash or its equivalents (including travellers cheques); tickets; services; books; animals and plants; consumable and perishable goods; healthcare items; rebuilt and
    refurbished items; closing down sale items; vehicles and their parts; land and buildings; items permanently affixed to home, office or vehicles.

    The insurance benefits are secondary: they will only pay amounts
    if they are not covered by other insurance or agreements.
    • MrChips
    • By MrChips 15th Sep 18, 8:20 AM
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    MrChips
    • #6
    • 15th Sep 18, 8:20 AM
    • #6
    • 15th Sep 18, 8:20 AM
    Thanks - I did have a look through the T&Cs and came to broadly the same conclusion as you. With one exception, the items are all priced at £25 and above and are all clothes so not on the excluded list. They are all still in their original packaging (I presume), just not in my possession.

    I didn't see a condition where I would have to provide the items but perhaps I didn't read it thoroughly enough. It did say the items had to be in an unused condition which I can confirm - we've never had the opportunity to wear them!

    It may need a slightly broader interpretation of the cover than usual but it is certainly the case that HoF are refusing to refund me and other customers as per their recent press release.

    EDIT - just spotted they do expect to be provided with the items as part of a claim - it's set out in another part of the paperwork. I'll have to have a think if there's any other way round it...
    Last edited by MrChips; 15-09-2018 at 8:23 AM.
    If I had a pound for every time I didn't play the lottery...
    • DCFC79
    • By DCFC79 15th Sep 18, 9:43 PM
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    DCFC79
    • #7
    • 15th Sep 18, 9:43 PM
    • #7
    • 15th Sep 18, 9:43 PM
    Of all the firms to takeover HoF I didnt expect it to be Ashley, alot of customers wont be refunded and that could have a detrimental effect on the brand.
    • jenniewb
    • By jenniewb 17th Sep 18, 7:34 AM
    • 12,553 Posts
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    jenniewb
    • #8
    • 17th Sep 18, 7:34 AM
    • #8
    • 17th Sep 18, 7:34 AM
    There goes the money (vouchers) I was planning on buying Christmas presents for my neices this year. Looks like I'm empty handedly going to have to explain to several children why there will be nothing from me this year.
    That and risking my mum her job because House of Fraser owed the business she worked for many thousands of pounds, I am pretty sure we wont be alone though in our very sparse Christmas this year.
    • groovy_chick
    • By groovy_chick 18th Sep 18, 9:58 PM
    • 68 Posts
    • 265 Thanks
    groovy_chick
    • #9
    • 18th Sep 18, 9:58 PM
    • #9
    • 18th Sep 18, 9:58 PM
    Surely it's not legal for HoF to take money AFTER they bought the company and still refuse to refund / fulfill the order? If Sports Direct were the owners from the morning of the 10th August, then they should refund the money they took from my debit card later that day??
    • VT82
    • By VT82 19th Sep 18, 9:52 AM
    • 1,008 Posts
    • 851 Thanks
    VT82
    Has anyone had any success with debit card chargeback on gift cards?


    I still haven't sent my gift cards back, because I flat out didn't trust their request to do so until they demonstrated they would do something other than throw them straight in the bin.


    Spoke to Halifax the other day who said:


    a) try and find out what your balance is;
    b) send them to HoF as requested;
    c) if you haven't heard back in 15 calendar days, you can treat it as being a failure of HoF to deliver on their promise and then a chargeback process could be commenced.


    Anyone heard anything different or had any success (or maybe even heard back from HoF yet???).
    • allyj36
    • By allyj36 19th Sep 18, 10:21 AM
    • 1 Posts
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    allyj36
    Still waitiing!!!
    I placed on online order with HoF on the 12th August, the money was taken the same day from my creditcard. I received the email cancelling the order on the 16th August and telling me that I would get a refund however I'm still waiting!
    I don't know whether I can expect to get my refund as HoF had been bought by Mike Ashley by the time I placed my order.


    As the value of my order was £65 I don't believe my creditcard company will be interested in getting the money back from HoF which means I'm out of pocket for the £65. How is it legal that they can take my money but not have to give me the goods or refund me my money!!!
    • MysteryMe
    • By MysteryMe 19th Sep 18, 10:53 PM
    • 2,007 Posts
    • 2,423 Thanks
    MysteryMe
    I'd still try the credit card company, some will refund even if it is below the Sec75 threshold.
    • jenniewb
    • By jenniewb 20th Sep 18, 3:39 AM
    • 12,553 Posts
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    jenniewb
    Surely it's not legal for HoF to take money AFTER they bought the company and still refuse to refund / fulfill the order? If Sports Direct were the owners from the morning of the 10th August, then they should refund the money they took from my debit card later that day??
    Originally posted by groovy_chick

    TBH I wouldn't put anything past Mike Ashley if this is the way he acts. He deliberately waited until he could refuse to pay all outstanding bills and that includes workers of third party services HoF use.


    It has put too many small British firms out of business, and although I know lines have not been drawn to connect the two but I can't help wondering if his choices had a part to play in the Designer Orla Kiely's firm going under. It would appear this guy just doesn't care...


    I'm sure if it was illegal, he'd have found the loop hole to get out of paying anything fair back; sorry you've lost out. My mum and her husband have lost out- the company they work for will struggle to continue due to the money HoF owed them which run into the hundred thousands.


    It's not right, I would actually switch political allegiances to the party who created a law to prevent cheating scum like this to get away with things like this!
    • Doc N
    • By Doc N 20th Sep 18, 10:24 AM
    • 6,791 Posts
    • 19,676 Thanks
    Doc N
    Given that Ashley claims he wants to build on the House of Fraser brand, possibly even creating a merger with Debenhams, it looks like a bit of an own goal to damage whatever goodwill it still retains like this.

    I suppose heís assuming that the banks will sort the problem out for him via S75 claims, leaving him perhaps the option of coming back later like some sort of fairy godmother to offer to help anyone unable to claim elsewhere.

    The only sensible option in the future is to avoid buying from any company heís got his grubby little fingers in.
    • photome
    • By photome 20th Sep 18, 3:38 PM
    • 13,584 Posts
    • 9,091 Thanks
    photome
    TBH I wouldn't put anything past Mike Ashley if this is the way he acts. He deliberately waited until he could refuse to pay all outstanding bills and that includes workers of third party services HoF use.


    It has put too many small British firms out of business, and although I know lines have not been drawn to connect the two but I can't help wondering if his choices had a part to play in the Designer Orla Kiely's firm going under. It would appear this guy just doesn't care...


    I'm sure if it was illegal, he'd have found the loop hole to get out of paying anything fair back; sorry you've lost out. My mum and her husband have lost out- the company they work for will struggle to continue due to the money HoF owed them which run into the hundred thousands.


    It's not right, I would actually switch political allegiances to the party who created a law to prevent cheating scum like this to get away with things like this!
    Originally posted by jenniewb
    You have posted similar before.

    HoF went bust before he bought it

    If he hadn’t bought it there would be no H of F at all and no jobs for anyone etc etc.

    The HoF That is now is not the same company that went bust
    • jenniewb
    • By jenniewb 21st Sep 18, 3:38 AM
    • 12,553 Posts
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    jenniewb
    You have posted similar before.

    HoF went bust before he bought it

    If he hadnít bought it there would be no H of F at all and no jobs for anyone etc etc.

    The HoF That is now is not the same company that went bust
    Originally posted by photome


    He could have made offers to take over the brand before it went into administration.
    Yes I've posted before about this, it annoys me because I see the cost in terms of jobs lost and lives ruined and-in my eyes at least, all so a fat cat can get fatter.
    • photome
    • By photome 21st Sep 18, 7:16 AM
    • 13,584 Posts
    • 9,091 Thanks
    photome
    He could have made offers to take over the brand before it went into administration.
    Yes I've posted before about this, it annoys me because I see the cost in terms of jobs lost and lives ruined and-in my eyes at least, all so a fat cat can get fatter.
    Originally posted by jenniewb

    Anyone could have made offers but if they did they werent accepted.


    H of F went bust, the administrators then sold to MA. if they hadnt all stores may now be closed.


    the blame lies with H of F, no one else


    I understand it annoys you but it could be much worse.
    • Enterprise 1701C
    • By Enterprise 1701C 21st Sep 18, 8:42 AM
    • 20,374 Posts
    • 215,310 Thanks
    Enterprise 1701C
    OK, don't get me wrong, I am not a fan of Mike Ashley, BUT he is a business man, and Sports Direct is doing fine.

    If you buy another company you are going to buy it at the time most opportune for YOU, this way he rebuilds the company from the ground up on his terms.

    As for it being his fault that Orla Kierly went bust, they simply did not evolve at the pace required.

    What really annoys me is that people look at the money earned by the people at the top and complain. What you don't see is the amount of work they put in, have put in and will put in, they work hard to get where they are, and, you know what, those "fat cats" provide a lot of people with jobs.

    I am not talking about just Mike Ashley here, a lot of people seem to dislike anyone owning companies that make a lot of money, and actually earning the money that entails, always thinking that that money should be redistributed among the work force. BUT, would you work 18 hour days (and yes, a lot do, we as a small company do work for some of these "fat cats") for many years and crawl up the ladder only to be earning the same money?

    Have some respect for the work put in by these people, if it wasn't for them then no-one would have jobs to go to, if it wasn't for people with a bit of ambition there would be no companies to pay people, they work very hard for the money they earn.

    And you know the great thing, in this country anyone with a bit of ability and the ambition can do exactly the same.
    What is this life if, full of care, we have no time to stand and stare
    • MrChips
    • By MrChips 21st Sep 18, 2:04 PM
    • 940 Posts
    • 350 Thanks
    MrChips
    Amex refunded my £180 today following my Section 75 claim submitted on 11 September. None of my items were in excess of £100 but it seems they have been generous in this instance.

    Great work American Express!
    If I had a pound for every time I didn't play the lottery...
    • jenniewb
    • By jenniewb 22nd Sep 18, 5:25 AM
    • 12,553 Posts
    • 11,735 Thanks
    jenniewb
    OK, don't get me wrong, I am not a fan of Mike Ashley, BUT he is a business man, and Sports Direct is doing fine.

    If you buy another company you are going to buy it at the time most opportune for YOU, this way he rebuilds the company from the ground up on his terms.

    As for it being his fault that Orla Kierly went bust, they simply did not evolve at the pace required.

    What really annoys me is that people look at the money earned by the people at the top and complain. What you don't see is the amount of work they put in, have put in and will put in, they work hard to get where they are, and, you know what, those "fat cats" provide a lot of people with jobs.

    I am not talking about just Mike Ashley here, a lot of people seem to dislike anyone owning companies that make a lot of money, and actually earning the money that entails, always thinking that that money should be redistributed among the work force. BUT, would you work 18 hour days (and yes, a lot do, we as a small company do work for some of these "fat cats") for many years and crawl up the ladder only to be earning the same money?

    Have some respect for the work put in by these people, if it wasn't for them then no-one would have jobs to go to, if it wasn't for people with a bit of ambition there would be no companies to pay people, they work very hard for the money they earn.

    And you know the great thing, in this country anyone with a bit of ability and the ambition can do exactly the same.
    Originally posted by Enterprise 1701C

    It's your opinion and your welcome to it. It's just not how I see it and not what I believe. There is too much of a bigger picture for me to ignore here.
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