I was simply ordering my wife's birthday present and some footwear - nothing too complicated for a company like House of Fraser ... My order no ************** has not been delivered and no one has made contact about delivery. I placed the online order in good time to be received before my wife's **th birthday on **th May. It was for a Michael Kors bag for her present and some footwear for myself. I have tried to make contact with Hermes and it is impossible to enquire via their website or robot online chat, as to the whereabouts of the order. Their tracking says it is out for delivery that day and this has not changed for over ** days. Hermes ref is ****************. Again like HoF, Hermes have no working customer service number. I have had several emails from HoF to say you are looking into this but no resolution. I am now fed up of pursuing a response from both yourselves and Hermes, so can you please refund the all costs back to my credit card I paid with and confirm this is happening. Please don't use the excuse that Customer Service are working from home as most of the country is and still a service is being provided. You have taken my money and not delivered your side of the contract, so please refund immediately as this is a breach of contract on your side. I thought HoF was a quality department store. If I don't get a reply this time I shall contact Trading Standards.
This was especially frustrating as I had ordered in good time for the present to be received well in advance of my wife's **th birthday. She has always wanted this present, so it was to be a surprise for her - especially as we had to cancel her celebrations due to lockdown. I consider any company to be rogue that takes your money but does not even look into why the goods have not been delivered - still out for delivery on Hermes website after nearly two weeks !! Customer Service is key to a reputable company like HoF.
Refund all the money charged to my credit card for the order promptly, so that I can order with a reputable company. Please confirm when refunded.
I have ordered intermittently from HoF but actually prefer actually shopping in store. Sadly never again if there is no resolution. I have now run out of patience and have been constantly chasing a response from both HoF and Hermes to no avail. My wife is a frequent shopper at Sports Direct for herself, * grandchildren and * nephews. We did not expect Shocking customer service when placing an online order to HoF - i.e. NO CUSTOMER SERVICE
Two weeks of frustration trying to make contact with Hermes - ZERO response and HoF - twice I have received automated emails saying you are looking into the issue but no response. I was totally disappointed at not being able to give this surprise gift to my wife.