My order no ************** has not been delivered and no one has made contact about del...

GetHuman4870816's Refund a Charge issue with House of Fraser from May 2020

Help with my House of Fraser issue
First: share to improve GetHuman4870816's odds
Strength in numbers! Companies respond better when others are watching.
Before contacting them, items GetHuman4870816 may need:
Username, Password, Email address on the account, Name on the account, and Address on the account
The issue in GetHuman4870816's own words
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.
How GetHuman4870816 fixed the problem

We are waiting for GetHuman4870816 to fix the problem and share the solution with the rest of us customers.

Do you have a customer issue as well?
We can help you get House of Fraser's attention and get better help faster. Tap below to get started.
Having House of Fraser issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid

House of Fraser

Making an online purchase which was confirmed and out for delivery .... money taken but goods never been delivered
Refund a Charge issue
Reported by GetHuman4870816
May 26th, 2020 - a year ago
Not resolved
Seen by 8 customers so far
Similar issue to 1708 others
0 customers following this

Timeline

GetHuman4870816 started working on this issue
May 26th, 2020 2:22pm