House Of Fraser review: Orders and refunds not received 1

Here of the orders I am missing from the 5th December 2024. Total amount to be refunded is £7970.74 which is absolutely disgusting making a customer wait this long to have their money back. As of 12/1/25 I have received 3 refunds from STUDIO regarding these transactions, they are 10/1/25 = £304.76 - 12/1/25 = £1132.00 and 12/1/25 = £3379.48 which totals £4816.24 leaving £3154.50 still to be refunded. I first contacted STUDIO about the multiple issues on the 26/12/24 and have spoken with studio multiple times both on LIVE chat and via EMAIL.

SHAHIDA THE CUSTOMER SERVICE TEAM LEADER: Stated on the 5/1/25 that she would seek approval from the relevant department as it exceeds the remittance limit. It has now been 7 days as of 12/1/25 and she has ignored all recent messages and not resolved the issue of the parcel which I never received ( 42 of PlayStation DualSense Wireless Controller - Cosmic Red 384552/69/000 - order STUD40000118035168 placed on the 5/12/24 ). Tracking number by EVRI H0047D0036538456.

This is now being forwarded to the financial ombudsman where I will also look to seek compensation for the ridiculous amount of time used and stress caused to me.

The refunds I have received I have no idea what they are for and I have no communication from STUDIO saying what they are for. I have proof of all communications and payments on my bank account showing the lack of refunds. I hope you can resolve my request and send me my £3154.50. All transactions of what I need updates on are below so I can narrow down which orders now need refunded.

Thanks.

STUD40000118096277
16 of item Barbie KEN FASHION WHEELCHAIR 987812/90/000 - order STUD40000118096277 placed on the 6/12/24. I require a refund of £153.60 as studio cancelled these.

STUD40000118035168
42 of PlayStation DualSense Wireless Controller - Cosmic Red 384552/69/000 - order STUD40000118035168 placed on the 5/12/24. I require a refund of £1659.39. These were never attempted delivery and were in fact, returned to you by Evri in which I'm still awaiting a refund for.

STUD40000118406063
3 of Mega Construx Mega Construx Pokémon Build & Show Eevee 394600/90/000 - order STUD40000118406063 placed on the 11/12/24. I require a £21.60 refund.

1 of Mega Construx Mega Construx Pokémon Build and Show Squirtle 394597/90/000 - order STUD40000118406063 placed on the 11/12/24 - £7.20 refund.

3 units of Disney Disney The Little Mermaid Ariel and Sisters Doll Set 845365/90/000 - order STUD40000118406063 placed on the 11/12/24 - £57.60 refund.

3 units of DC Batman v Joker Chess Set 381019/90/000 - order STUD40000118406063 placed on the 11/12/24 - £72 refund.

3 units of Pokemon Pokémon Gyarados ex Premium Collection 846868/90/000 - order STUD40000118406063 placed on the 11/12/24 - £72 refund.

49 of Nike Academy Football Adults - 828101/13/050 - order STUD40000118406063 placed on the 11/12/24 - £548.80 refund.

16 of Pokemon TBB PKM BULBA PIX ART - 925903/90/000 - order STUD40000118406063 placed on the 11/12/24 - £153.60 refund.

3 of PlayStation PlayStation VR2 - 409811/69/000 - order STUD40000118406063 placed on the 11/12/24. £839.98 refund.

20 of Barbie LOOKS CURVY PINK MINI DRESS - 987905/82/000 - order STUD40000118406063 placed on the 11/12/24. £199.95 refund.

36 of Pokemon Mega Construx Pokémon Squirtle Pixel Art - 925904/90/000 - order STUD40000118406063 placed on the 11/12/24. £346.60 refund.

49 of PlayStation DualSense Volcanic Red Controller - [protected] - order STUD40000118406063 placed on the 11/12/24. £1959.61 refund.

10 of Star Wars Star Wars The Black Series HK-87 Assassin Droid - 938770/90/000 - order STUD40000118406063 placed on the 11/12/24. £48 refund.

3 of LEGO LEGO 71816 Zanes Ice Motorcycle - [protected] - order STUD40000118406063 placed on the 11/12/24. £16.80 refund.

3 of U and I Animal Crossing Small Plush - [protected] - order STUD40000118406063 placed on the 11/12/24. £14.40 refund.

3 of Monster High HIGH CLEO DE NILE - [protected] - order STUD40000118406063 placed on the 11/12/24. £36 refund.

49 of PlayStation DualSense Wireless Controller white - [protected] - order STUD40000118406063 placed on the 11/12/24.£1763.61 refund.

Ryan, the customer services manager was supposed to be sorting this however have only received a further 2x £719.80 payments, leaving £1714.90 still left not paid. I have now proceeded with the financial ombudsman. I hope to speak to someone about this.

Chris.