House of Fraser Customer Service Issues

I placed an order with House of Fraser on 27th November [redacted], and according to the email from Hermes, the parcel was delivered to a safe place on Wednesday, 9th December. I have no secure location designated for deliveries, and no calling card was left. Hermes has informed me that the parcel is lost, instructing me to contact House of Fraser directly. Despite submitting the online form thrice, sending two emails, and attempting to call, I have been unsuccessful in reaching them since online inquiries must be made via email. These items are Christmas gifts for my son, and I am currently unable to get in touch with them.

I have a concern regarding order hof [redacted][redacted]. Although only one item has been dispatched and delivered, my account indicates that the orders are complete. Previous emails to the customer service team have gone unanswered. I would appreciate it if you could address the missing item valued at £46. I possess copies of the original dispatch that clearly show the order is not complete. Additionally, the missing product was still being sold for next-day delivery yesterday, indicating an error on your end. I kindly request an urgent investigation into this matter and resolution. Thank you.

I made an error in my delivery address when placing an order. Unfortunately, I encountered difficulty contacting the company by phone and email to correct my mistake. I eventually had to place a new order with the correct address. Fortunately, when the Hermes driver arrived with my new parcels, I inquired about the previous one and he had it with him. Although I had paid for next day delivery, the overall customer service experience was extremely poor.

I placed an order (Order Number: HOF[redacted][redacted]) for 5 items on December 2nd, [redacted]. The full payment was processed through Paypal on December 9th. Although I received 4 items, the bracelet (Mason Knight Yager tie-up bracelet) costing £27.50 was never shipped. Despite multiple attempts to contact the company, the order still shows as ready to ship. After finally getting a response from Demi on December 17th stating a supply delay, I requested to cancel the order. However, there has been no confirmation or action taken. I have already bought a replacement item and no longer require the bracelet. I am seeking a refund of £27.50 as initially offered by Demi, and request that the bracelet order be officially cancelled.

I purchased a pair of chestnut-colored UGG boots in size 6. According to the Hermes tracking, the delivery was scheduled for December 8, [redacted]. However, I have not received the package, and Hermes informed me that the last scan was done on the 8th by the courier. They mentioned that due to the time elapsed, it is classified as lost, but they have not provided me with any further guidance on how to proceed with claiming the item. I am disappointed with the poor customer service from Hermes and the lack of response from House of Fraser, despite my attempts to contact them. This was a costly purchase made early for Christmas, which now seems unlikely to be timely. Additionally, with financial constraints and Tier 4 restrictions, I am unable to go to stores to buy a replacement pair.

I recently purchased an item online as a Christmas gift but have had several negative experiences at your Meadowhall store when attempting to exchange it. I ordered a top online (initial order number: APPHOF[redacted][redacted]) and went to exchange it due to receiving the wrong item. Following Christmas, I tried to exchange the item three times due to it being the wrong size. Despite not having the receipt, I was previously informed that exchanges could still be made without it and that full refunds without receipts were an option at Sports Direct. Unfortunately, I misplaced my receipt and encountered poor treatment in-store during my attempts to resolve the issue. Despite being initially told that my receipt could be tracked if lost, I was later informed in-store that nothing could be done without it. The sales assistants were rude and lacked proper customer service skills. Considering the poor service, I understand that a full refund may be unreasonable but I am seeking an exchange or a credit note for the full amount to shop in-store.

When the shipment reaches Korea, kindly provide the details (name and b/l number) of the carrier assigned to deliver the package in Korea by DPD. It seems the package has reached Korea but has been halted for nearly two weeks. Additionally, there is an issue with missing information preventing payment of customs duty. Unfortunately, I am unable to contact you as the necessary information is unavailable. Therefore, please review the situation thoroughly and inform me accordingly. The b/l number is required for the domestic consignment company (e.g., DHL, ENS, CJ) and not the parcel number by DPD. I am eagerly awaiting your prompt response regarding this matter. Package Name: BARBOUR INTERNATIONAL Polarquilt Jacket Recipient Name: S. L. Address: Neungdong-ro 40-gil 10-5, 303ho, Seoul, Republic of Korea Zip Code: [redacted] Mobile: +[redacted]24 Parcel Number: [redacted]6087C

On December 4th, I purchased a jumper from a local store to gift for Christmas. Unfortunately, the quality is poor as it has developed extensive pilling after less than a month of wear. I reached out to HoF customer services via email this week, and they requested an in-store assessment, but the store is currently closed. Due to being in a shielding situation, I am hesitant to visit the store, leaving the issue unresolved. It seems they lack flexibility despite the exceptional circumstances. I feel my consumer rights are being disregarded since I am unable to speak with a manager about this matter and have requested a refund.

Hello, I need to address a delivery concern. Hermes informed me, via emails and messages, that they attempted delivery twice but I was at work and missed them. They mentioned they would contact me on Monday, yet today I received an email saying they are returning my parcel as they couldn't reach me at home. I urgently need my items. Can you please resend them using Royal Mail instead? Thank you, Meli T. 44 LONGFIELD HOUSE, TITHE CROFT Wolverhampton WV10 0HU ORDER NUMBER [redacted] Hermes tracking reference [redacted]

Good afternoon, My husband purchased a necklace and earrings for me from House of Fraser on Oxford Street. I found that the items weren't to my liking and wished to return them. I visited the House of Fraser in Westfield Shepherd's Bush with my receipt to process the return. Unfortunately, I was informed that House of Fraser no longer accepts returns and could only offer an exchange. Despite the receipt stating a 28-day return policy, I was only given a credit note, causing some frustration. While I accepted the credit note for the necklace, I was informed the earrings were non-returnable, which was not communicated at the time of purchase. I expect clarity on return policies since the receipt indicates all items are returnable within 28 days if in original packaging, which mine are. I would like a refund or credit note for the earrings and hope for understanding and assistance in this matter. Customer transparency regarding return policies would be greatly appreciated. Kind regards

Hello, I purchased a Superdry Leather Bike Jacket Ld04 in Black 02A (M), Product code [redacted]/03/[redacted] for my daughter for Christmas. She recently started wearing it and unfortunately, I noticed the stitching has come undone. Additionally, there is an area inside the jacket where the leather looks more worn compared to the rest of the jacket. My daughter loves this jacket but is disappointed by these flaws. Rather than a refund, she would prefer a replacement of the same jacket. I don't have the delivery note, but I can provide my email and order reference number HOF[redacted][redacted] for verification. I can share my payment confirmation from online banking if needed, and I can forward the email correspondence. Please guide me on the process for obtaining a replacement jacket. I am currently contacting you from my work email, but I can provide my personal email address: [redacted]. My address is 45 The Chequers, Consett, County Durham, DH87EQ. I believe I have given sufficient details for you to assist with this issue. Thank you, Helen J.

On the 7th of May [redacted], I purchased a Ted Baker watch for my best friend's 30th birthday from House of Fraser. The order number is HOF[redacted][redacted]. Upon arrival, we discovered the battery is not working. After visiting our local House of Fraser store, we were informed that we need to take it to a Ted Baker store for exchange or return. The Ted Baker outlet in Gloucester does not accept full-price returns, complicating the situation. Considering the watch cost £70 and is faulty, it seems unfair to incur additional postage fees for its return, especially since it was purchased from House of Fraser. Additionally, the presence of Sports Direct stickers on the watch is puzzling. I am seeking guidance on the appropriate steps to address this issue. Any assistance would be greatly appreciated. Sincerely, Georgina Dovey

I would like assistance in getting my trainers delivered. I received faulty Radley Malton trainers almost a month ago. I have since updated my address to a new one on 31:08 and was informed that the change was noted. Several weeks ago, I was promised by Hermes that they would contact me regarding the delivery to the correct address. However, I have yet to receive my order. I contacted HOF, who assured me they would resolve the issue, and was later informed that the delivery should have been made yesterday. Upon checking, I saw that the order was marked as delivered at 1:00. When trying to reach Hermes, I am unable to speak to anyone as the system only shows the delivery status. Please investigate this promptly. The order number is HOF[redacted][redacted]. Thank you for your attention.

Hello, I need some assistance. I made a purchase on November 24th with reference number [redacted][redacted] for Reiss Amber Sandals in size 36 and 38. I am worried because I got an order confirmation, but no notification that my package has been shipped. Hermes claims they are waiting for you. Please let me know the status of my order, as I need it urgently since I have pending charges on my credit card. Thank you, Michelle W.

I recently purchased a Lidsdale Barbour jacket in size 10/12 from House of Fraser in Cardiff. Unfortunately, the person I bought it for now needs a size 12/13, and I've been informed that I cannot get a refund. As I noticed that you have the desired size in stock, I am concerned that they might sell out before I can get to the Cardiff store on Monday. I do not want to be stuck with a jacket that will not fit anyone, lose £48.00, or end up purchasing something unnecessary. Could you please facilitate an online return for me and send me the size 12/13 while it is still available in stock? Sincerely, V. E. Dowling

I placed an order today for a jumper in size XL, but the confirmation email stated it was a 3XL, which is incorrect. I used £5 recognition points for this order. I am unable to reach anyone to correct this error. Instead of waiting for an unusable parcel, then returning it at the post office and waiting for a refund, I would prefer to cancel the order. I noticed the mistake immediately and have been trying all afternoon to resolve this issue without success, causing me stress. The order number is HOF[redacted][redacted].

Order Number HOF [redacted][redacted]: I was informed by the Leeds store that I could use the £20 Black Friday reward voucher Number [redacted][redacted] online. However, when I tried to use it online, it was deemed invalid since the items were already discounted. Customer agent Tony advised me to contact them again after I receive the items to sort this out and promised a refund for the £4.99 postage. Unfortunately, I've been unable to reach anyone through the chat service, and the phone number provided is no longer in service. I feel quite dissatisfied with House of Fraser's after-sales customer service. I kindly request a refund for the postage as initially promised.

Hello, I recently received a pack of 6 polo crew socks with the security tag still attached. Additionally, I ordered a polo t-shirt for a 1-year-old, but it was too small. I returned both items as instructed: the shirt for a size exchange to either 18 months or 2 years, and the socks due to the security tag issue. I received an email stating the shirt was being exchanged for another 1-year-old size, which won't work. If the correct size is unavailable, I request a refund. No mention was made about the socks in the email. Unfortunately, I don't have the invoice as it was included in the return package. My order number is HOF [redacted][redacted]. Kindly advise on how to proceed.

I need assistance with a package that has not been delivered on time. I paid for expedited shipping to receive it on Tuesday. After tracking it with Hermes, they mentioned there was an issue, and the delivery would be postponed to the next business day. However, they then claimed they never received the parcel. I've been unsuccessful in reaching a live person at either Hermes or HOF, as I keep getting directed to automated services.

Hello, I purchased 3 items from House of Fraser. Unfortunately, 2 of them were out of stock and a cancellation request was made. Despite attempting to contact customer service, I was unable to cancel the remaining item before it was dispatched. I would like a refund for the £4.99 delivery charge as I would not have paid it if I knew the discounted items were unavailable. Thank you, Kerry V.