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  • FIRST POST
    • MSE Callum
    • By MSE Callum 14th Sep 18, 4:48 PM
    • 329Posts
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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
    • 3,121 Posts
    • 30,220 Thanks
    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!
    Sept wins: £25 Winneroo.
    • MrChips
    • By MrChips 14th Sep 18, 9:06 PM
    • 937 Posts
    • 350 Thanks
    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
    • 937 Posts
    • 350 Thanks
    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
    • 263 Posts
    • 106 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
    • 937 Posts
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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
    • 32,546 Posts
    • 20,478 Thanks
    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
    • 12,502 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
    • 989 Posts
    • 830 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
    • 0 Thanks
    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
    • 1,948 Posts
    • 2,338 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
    • 12,502 Posts
    • 11,704 Thanks
    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
    • 6,756 Posts
    • 19,630 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.
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