House Of Fraser review: Disgraceful neglect of oversight of his position, failure to uphold sale of goods act and others

MOST URGENT PLEASE

THE CHIEF EXECUTIVE OFFICER HOUSE OF FRASER

Alex Williamson

JURAS

PAICE LANE

MEDSTEAD

HANTS

GU345PT

[protected]@aol.com

[protected]

19 / 20 December 2023

Your ref T0047A0336947774

YOU CUT ME OFF!

Dear Alex Wiliamson

Here is my complaint.

After we received this mess of plastic, mashed cardboard and dirty jeans.

I SPENT OVER AN HOUR RINGING EVERY NUMBER FOR HOUSE OF FRASER. EVERY ONE WAS DISCONNECTED.

NO LIVE CHAT, ABSOLUETLY NOTHING

THEN WE SPENT HOURS REPACKING AND CONFIRMING NONE WERE MISSING, NONE WERE.

THIS WAS NOT THE DRIVERS’ FAULT. THE 22 KG OF COTTON WAS PACKED IN A FLIMSY CARDBOARD BOX.

WE SPENT UNTIL LATE EVENING AS BELOW.

MY WIFE HAD TO WASH 1 PAIR OF BSS JEANS AS THEY WERE MUDDY AND DIRTY

SO, BETWEEN CALLING AND WRITING TO YYOU, AND EVRI THE COURIER, WHO ONLY HAVE IDIOT COMPUTORS TELLING YOU “ NOTHING AT ALL “

OUR CHRISTMAS IS RUINED. WELL, I HOPE YOU HAVE A HAPPY ONE

WE HAVE SPENT 24 HOURS CALLING YOUR STORES AND HEAD OFFICES, BUT YOU DO NOT EXIST AS FAR AS THE MANY NUMBERS I CALLED PROVE.

MY WIFE HS NO GIFT OR FASHION SHOW AS I PLANNED.

THE HOUSE IS NOT CLEANED AND TIDY FOR MY SON AND FAMILY COMING TOMORROW FROM USA,

I CANNOY GET A GIFT FOR MY WIFE, AS I AMD QUITE DISABLED AND NEED HELP ROM MY WIFE TO GET TO TOWN, TIME SHE DOES NOT HAVE!

MY LAST ATTEMPT FINALLY GOT A ON LINNE PERSON WHO I STARTED TO EXPLAIN,

DA DAH! THEN YOU CUT ME OFF!

PLEASE ARRANGE FULL REFUND INCLUDING P&P, PICK UP THE JEANS WHICH WE FINALLY MANAGED TO GET A STRONG BOX ! AND RE PACK OURSELVES AND PLEASE ARRANGE SUITABLE COMPENSATION, AS THE SMMALL CLAIMS COURT IS VERY STRESSFUL FOR US.

Yours faithfully

Derek and Marina Shenton

• Hello

• The driver was almost in tear

• he said the parcel is in his van, can I go look

• It was extremely heavy rain

• and he was drowned himself

• The box was wet and destroyed

• I almost cried as I spent 4 days ging through thousands of jeans

• to ensure they were 00% cotton for a surprise for my wife’s gift

• I have just had major surgery and my wife was in a state getting ready for our son from USA. We were in the middle of getting ready for surprise visit when door rang

Delivered 6 minutes ago

• The driver was truly so upset

• He said he would take them back

• I would then have no gift for my wife

• So, he brought them in

• and kept apologising

• My wife came and I tried to stop her

• as she would see her gift

• Hello

• The driver was almost in tear

• he said the parcel is in his van, can I go look

• It was extremely heavy rain

• and he was drowned himself

• The box was wet and destroyed

• I almost cried as I spent 4 days ging through thousands of jeans

• to ensure they were 00% cotton for a surprise for my wife’s gift

• I have just had major surgery and my wife was in a state getting ready for our son from USA. We were in the middle of getting ready for surprise visit when door rang

Delivered 6 minutes ago

• The driver was truly so upset

• He said he would take them back

• I would then have no gift for my wife

• So, he brought them in

• and kept apologising

• My wife came and I tried to stop her

• as she would see her gift

Yesterday

• _Heidi_

Hi, I'm the House of Fraser Virtual Assistant. I’m here to help you.

• Please can you tell me your full name?

• Mr Derek Shenton

Delivered 11 minutes ago

• _Heidi_

Thanks Mr, and what is your email address?

• [protected]@aol.com

Delivered 11 minutes ago

• _Heidi_

Are you needing help with a recent order?

• Yes

Delivered 11 minutes ago

• _Heidi_

Thanks, which order number do you need help with?

Your order number will look a bit like this – ABCD12345678912345. You can find it on your account online, and on your order emails.

•

Please enter your order number:

• T0047A0336947774

Delivered 10 minutes ago

• _Heidi_

And could you please enter your billing post code, including a space? (example- AB12 3CD)

• gu345t

Delivered 10 minutes ago

• _Heidi_

Are you the person who placed this order?

• Yes

Delivered 10 minutes ago

• _Heidi_

Thanks, please select the type of help you need today.

• I've received my order

Delivered 10 minutes ago

• _Heidi_

Now please select from one of the following options

• I have a faulty item

Delivered 9 minutes ago

• _Heidi_

We’re sorry to hear there is a problem with your item. Please provide the product code which can be found in the order summary on your order confirmation email.

• T0047A0336947774

Delivered 9 minutes ago

• _Heidi_

It may speed things along if we could see the issue with this item. Would you like to provide an image?

• No

Delivered 9 minutes ago

• _Heidi_

I'm sorry to hear that you have received an incorrect/faulty item. Would you like to speak to an agent or send us an email?

• Chat to one of our team

Delivered 8 minutes ago

• _Heidi_

Please describe your concern in brief for our agents to help you quickly.

• I have just had major surgery and my wife was in a state getting ready for our son from USA. We were in the middle of getting ready for surprise visit when door rang

Delivered 6 minutes ago

• _Heidi_

We are connecting you with one of our agents

• Virtual Assistant

Hi! You've been connected to Yoganayagi, please hold on one moment, whilst we check the information that you have provided.

• Yoganayagi

Hi Mr Derek, thanks for getting in touch with us, you're through to Yoganayagi. How can I help you today?

• Hello

• The driver was almost in tear

• he said the parcel is in his van, can I go look

• It was extremely heavy rain

• and he was drowned himself

• The box was wet and destroyed

• I almost cried as I spent 4 days ging through thousands of jeans

• to ensure they were 00% cotton for a surprise for my wife’s gift

Delivered 3 minutes ago

• Yoganayagi

Having checked your order and the tracking information provided by the courier, I can see that your order is showing to have been delivered https://www.evri.com/track/parcel/T0047A0336947774/details

At this stage, I would recommend that you check any places the parcel could have been left e.g. with neighbours, family members or a safe place surrounding your property.

If you’re still not able to locate your parcel then please respond to this email, and I will escalate this as a delivery dispute with the courier, on your behalf.

• The driver was truly so upset

• He said he would take them back

• I would then have no gift for my wife

• So, he brought them in

• and kept apologising

• My wife came and I tried to stop her

• as she would see her gift

Delivered 2 minutes ago

• Yoganayagi

Following this web chat, we will open an investigation into your parcel with the courier on your behalf in regards to your delivery dispute, we'll confirm this by email with you.

Please note that the investigation can take an estimated days to unfold, however at our most busiest periods, it can take slightly longer & we do appreciate your patience and understanding while we investigate this for you, I do appreciate the inconvenience this may cause, however I will of course keep you updated throughout.

In the meantime, If there's anything else that you need at all, please do not hesitate to contact us back by email, and we'll be happy to assist.

• Is there anything else I can help you with today?

• But she wondered why I was so upset

• and saw them

• I have photos now but no GIFT AT ALL

Delivered a minute ago

• Yoganayagi

Thank you for your understanding. I'll be back via email!

• [protected]@aol.com

• Thank you for chatting with us today.

• We spent until late last night, NOT CLEANING, but repacking the jeans into the correct bags, and confirming that NONE WERE MISSING

Delivered a few seconds ago

• _Heidi_

Hi, I'm the House of Fraser Virtual Assistant. I’m here to help you.

• Are you needing help with a recent order?

YOU CUT ME OFF!

• Hello

• The driver was almost in tear

• he said the parcel is in his van, can I go look

• It was extremely heavy rain

• and he was drowned himself

• The box was wet and destroyed

• I almost cried as I spent 4 days ging through thousands of jeans

• to ensure they were 00% cotton for a surprise for my wife’s gift

• I have just had major surgery and my wife was in a state getting ready for our son from USA. We were in the middle of getting ready for surprise visit when door rang

Delivered 6 minutes ago

• The driver was truly so upset

• He said he would take them back

• I would then have no gift for my wife

• So, he brought them in

• and kept apologising

• My wife came and I tried to stop her

• as she would see her gift