House of Fraser Customer Service Issues

Hi, I recently purchased women's walking shoes from your online store. Unfortunately, I realized they are a bit too small for me. I would like to exchange them, but I only received a sticker and not a return form. I am unable to print the form as I do not have a printer. Can you please advise me on how to proceed with the exchange? Also, I am curious if there will be any additional costs for postage and delivery. Thank you. Best, Evelina S. Order Number: HOF[redacted][redacted] Billing Address: 353D Stretford Road, Manchester, Greater Manchester, United Kingdom, Postcode M15 4AY

I received an email indicating my order was delivered to my address, signed for by Hermes at 5:12 pm on April 14th. However, I did not receive the package, and no one approached my house during that time. When I checked online, the delivery time changed to 6:11 pm, signed by "R." This is concerning as it's a birthday present needed by April 29th. I am disappointed with Hermes as their customer helpline is unavailable, and I suspect an issue occurred during delivery. I have screenshots to illustrate the delivery problem.

I placed an order on 31/03 and paid extra for next day delivery. I received 3 items but 5 items worth £[redacted] were missing in the delivery. I have tried contacting House of Fraser via email multiple times but have not received a response. I am becoming frustrated with the lack of communication about my order. It has been 4 weeks since I started following up, and I still have not received any update. I also did not receive any reference or tracking numbers for the missing items. My order number is HOF[redacted][redacted]. I would appreciate it if someone could assist me with this matter. Thank you, Sulo A.

Hello, I encountered an issue on the HoF website while trying to make a purchase recently. Each time I attempted to pay for my items, the website became unresponsive. I have attempted multiple times without success. Part of the payment was made using a card, and the rest with a gift card. There hasn't been any activity on my bank account indicating that an order went through, and I haven't received any confirmation emails. Strangely, my gift card balance now shows as zero even though I haven't received any orders. The gift card number in question is [redacted][redacted]. I am hoping to have the £[redacted] reinstated on the gift card. I have the receipt for this transaction attached. I have been unsuccessful in reaching House of Fraser via their web chat or telephone and am eagerly awaiting a prompt response. Thank you, J. Southcott

Order Number: HOF[redacted][redacted]. I am extremely disappointed with the service I have received. Despite requesting to cancel my order immediately after placing it due to a duplicate gift situation, my emails have gone unanswered. I have now been informed that the order has been dispatched, which should not have occurred as I reached out multiple times before it was processed. Additionally, I am facing issues with another clothing item where the wrong sizes were sent despite my attempts to correct this with no response. I will return the incorrect item once received, but I am not willing to cover the return postage due to the lack of communication and feeling ignored. I urgently request a response today. Thank you.

I received a delivery from House of Fraser, which was delayed and arrived a day later than scheduled. The email notification stated it was delivered the previous day, which wasn't the case. Furthermore, two items were missing from the order. Despite trying to contact customer service since May 7th, I couldn't reach anyone due to the absence of a phone number or live chat option. The order history on my account also doesn't reflect the delivery of the items received. The missing items are as follows: - Guess Logo Cmi Set, Item Number: [redacted]/02/[redacted] - Ted Baker Dark Watch, Item Number: [redacted]/43/[redacted] I hope to receive assistance and clarity on the status of my missing items soon to regain trust in future orders.

I recently purchased the BOOM Metallic 5 sandals with the product code AD9161/01/[redacted]. Upon inspection, I found several faults with the sandals. Due to being in isolation because of C-19, I have not been able to return them promptly. They are unworn and still attached together. I have tried reaching out to you through your online contact form, but have been unsuccessful. I have taken photos of the faults and will include them in the return parcel. Although I understand I have to cover the return costs, I expect a refund for the delivery charges due to the faulty product. Kindly confirm this arrangement. Thank you.

Subject: Urgent: Delivery Delay for Order # [redacted][redacted] I'm writing to inform you that I have not yet received my order placed for a Michael Kors bag for my wife's 60th birthday. Despite Hermes tracking stating the order is out for delivery, there hasn't been any progress for over 12 days. I've attempted to reach out to Hermes without success, and the lack of communication or updates is concerning. I've received emails from HoF indicating they are investigating, but I have yet to receive a resolution. Due to the ongoing delay and poor customer service experience, I kindly request a full refund to my credit card for the total amount paid. I expect a prompt response and action on this matter. Thank you for your immediate attention to rectify this issue.

I am writing to express my dissatisfaction regarding an issue with an online order. Despite my attempts to address the problem through your organization and multiple emails, I have not received a response from House of Fraser. My complaint stems from an order I placed for a pair of jeans on April 22nd, with the intention of it being a birthday present for my son on the 27th. I paid £7.99 for express delivery to ensure timely arrival. Despite receiving an email confirming delivery for the 24th, the item did not arrive. Consequently, I had to make alternative birthday arrangements and cancel the jeans order. The delivery arrived two days later, after being canceled, and I was charged £3.70 for return postage. Although I have been refunded for the jeans, I am still out of pocket by £11.69 for shipping costs, which includes express delivery and return postage. I believe House of Fraser should cover these expenses. The lack of communication and poor customer service are disheartening. I request a refund of £11.69.

I placed an order with you on Monday for next-day delivery. I paid extra for this option. However, I received an email yesterday informing me that my order would be delayed until today. As of now, my order has still not arrived, and I am unsure of its status. I believe I should receive a refund for the delivery charge since the item did not arrive as promised. The item was meant as a birthday present for someone, and as it has not arrived for their birthday, I am disappointed. I have attempted to contact your customer service multiple times with no response. I tried calling as well, with no answer. This lack of communication is unacceptable. I expect a prompt response from you regarding the status of my order and a refund for the delivery charge. If I do not hear back, I will escalate the issue to the head office of the company.

I recently made a purchase with the next day delivery option. My order number is HOF[redacted][redacted]. The order was made on the evening of the 26th with a delivery date scheduled for the 28th. I received a tracking number ([redacted][redacted]) and was informed that Hermes would be delivering my package. However, when I try to track my order on the Hermes website, it continually shows a message saying, "We are waiting to receive the parcel from the sender." This is confusing as I was expecting a confirmation email once the carrier had picked up my parcel. I urgently need this order as it was intended for a birthday present. Despite being told to wait 10 days when I inquired earlier this week, I find it unfair since I paid extra for expedited delivery. Any assistance would be greatly appreciated.

Dear Support Team, I am reaching out regarding an order I placed on April 19th, [redacted]. Unfortunately, I did not receive a tracksuit and t-shirt that were supposed to be included in my delivery on April 24th. Despite my numerous attempts to contact you, I have not received a satisfactory response. I have documentation of our communication if necessary. I am disappointed by the £41.50 worth of missing items and insist on receiving a refund promptly. I have been trying to resolve this issue for almost 2 months, even with the help of resolver, but I am still facing difficulties in getting a response. I request that someone address this matter today, either by email confirming the refund for the missing items or by calling me at [redacted] [redacted] [redacted]. Due to the prolonged delay and poor customer service, I also believe I am entitled to compensation. This level of service is unacceptable and I am prepared to escalate this issue to trading standards if necessary. Sincerely, L. Randall

Dear Customer Service, I recently purchased several items from House of Fraser and encountered an issue with my order. Unfortunately, one of the products I received was the Hugo Boss crew tee 3 pack in size XL, but all three tees inside were size medium. Additionally, I ordered Lonsdale sweatpants in size XXXL, but would like to exchange them for size XL instead. I would prefer to have the items replaced rather than refunded. I am located in Hong Kong and plan to use SF Express for the return shipping, which will cost approximately 25 British pounds. I can provide the shipping receipt once I receive further instructions from you. Could you please confirm if I will be reimbursed for the return shipping costs, as one of the errors was on your end? I hope to hear back from you soon regarding the replacements. Thank you for your assistance.

Dear Customer Service, I purchased a pair of boots at your Westfield, White City store on October 31, [redacted]. Upon returning home, I discovered they did not complement my usual coat and returned them the next day, November 1, [redacted]. To my surprise, I was informed of a store policy preventing refunds, requiring me to accept a credit note or exchange instead. The policy, not disclosed during my purchase, differed for items bought after November 1, [redacted]. Despite receiving emails guaranteeing refunds within 28 days, the policy was not applied uniformly. I feel misled as a consumer by not being informed of the policy change at the time of purchase, as evident by my receipt exempting items bought after November 1, [redacted]. Given my previous positive experiences with returns and refunds at House of Fraser, I expected similar treatment. I believe transparency in policies regarding refunds is crucial for customer satisfaction and retention. I hope to resolve this matter and appreciate your attention to my concerns. Sincerely, Paula H.

To whom it may concern, I am writing regarding an online order I placed last week for a Radley handbag, intended as a gift for today. The delivery was scheduled for yesterday, but despite being at home all day and evening, I did not receive the package. A note left at my door claimed the parcel was placed in the outside cupboard, which was not the case when I checked. Upon receiving an email with a picture of the parcel outside a different address, I became extremely upset and disappointed. I have been attempting to reach House of Fraser since yesterday without success. I am seeking an explanation and a refund for this issue. Your prompt response is appreciated. Thank you, Jamie F.

Order number HOF[redacted]0. I received the China platter from Fastway Couriers yesterday. Upon picking up the grey bag, I immediately noticed it was broken. Opening the box revealed no padding inside or outside for protection. This surprised me, as I've ordered online frequently for my business and rarely received damaged items due to proper packaging. It seems the item was shipped without securing it in the manufacturer's box or providing external wrapping for protection during transit.

I placed an order for a Ted Baker handbag with Order No. HOF [redacted][redacted], priced at [redacted] pounds with 3.99 delivery. The expected delivery was on the 4th of December between 10 am and 2 pm. Unfortunately, I am currently at home isolating due to an operation, and the parcel has not arrived. The tracking information confirms the non-delivery. I have tried contacting Hermes multiple times and even spoke to a different delivery driver to no avail. I kindly request a refund as I have waited extensively and fear the parcel may be lost. This was meant to be a Christmas gift, and I hoped to have my presents sorted before my hospital admission. Thank you, Pamela P.

On November 6th, I placed an order with Hocietuse of Frazar for a ladies' Karrimor jacket in size 14. Unfortunately, the size was not in stock and no replacement size was available. I received a phone message assuring me that all the money would be refunded to my credit card. However, today I noticed that my credit card has been charged without any sign of a refund. I returned the item via Royal Mail on November 9th and have the receipt as proof. The order reference number is Hof[redacted][redacted] for £60.99. Additionally, I paid £11 for the return of the parcel. Please promptly process the refund back to my card. Thank you.

I purchased 4 pairs of socks and 2 sports bras through transaction [redacted]. I am disabled and live in care housing. One sports bra fit well, so I ordered 2 more of the same for £17 each with delivery to the store for £4.99. Unfortunately, I couldn't collect them, so I was only credited £17. Now, I am in self-isolation after leaving the hospital and noticed there is currently a 20% discount on full price items. I would like to either reserve two pairs of Falke socks with the discount or get another sports bra without paying the £4.99 delivery fee. I have been unable to reach customer service for assistance with this. Thank you.

I purchased two items with a 30% discount for recognition card holders using my recognition MasterCard. Unfortunately, the discount wasn't applied when I paid. I immediately contacted customer service via email to request either the discount be applied or the order be cancelled if the discount couldn't be honored. Despite my efforts, the order was processed and delivered today at full price. I've tried calling with no response and emailed again with no reply. On top of that, I had to pay a £5 delivery charge, and if I return it, there's another £5 charge. I canceled well within the timeframe but am still facing these issues. As a single parent, I can't afford the full price and two delivery charges. Can you please help? -Gail D.