House Of Fraser review: Refunds

Dear Customer Services

My complaint is about a refund that I was due from House of Fraser for a partial order (order no. HOF40000077941636) that I returned on 07/08/23 and the subsequent response from their customer service.

I returned one parcel containing 6 items via Evri on Monday 7th August for items that I no longer wanted/needed using the label downloaded from their website.  I wrapped the parcel securely and ensured the label was attached to the front before dropping it to my local parcel shop.  Evri confirmed that the parcel was delivered on Friday 13th August at 13.35.  The total value of the items I returned was £108.  

On Saturday 12th August, I received a refund for only £12.  I was surprised as the value of my returns was £108 which is when I first raised, via their web chat, my concerns about not receiving the correct refund with House of Fraser.  The automatically generated advice was to allow 14 days for the parcel to be processed, however a further refund was not made.  I contacted customer services again, however it took at least another two attempts to report the issue before receiving a reply. The reply was unprofessional.

I wrote to House of Fraser again on 13/09/23 as I wanted understand why it took several attempts for me to pursue this issue before a response was provided.  

I also asked why the response provided suggests a check was made with an internal department who advised that only one item rather than 6 items were received.  I asked for an explanation of which department this check was and for their practises for processing returns. I also asked which item was received and refunded.

In addition, I made a complaint on the response that I received, as it is patronising and unprofessional, and surprising that it is deemed an acceptable standard of customer care.  Also, the response was factually incorrect, as the response suggested that House of Fraser had communicated with me prior to the said email. This is not the case. Despite raising the query several times, I have only ever received one correspondence which suggested advice had been given and a case had been opened and subsequently closed. I asked for details on when/how and with whom the correspondence take place with.

I have not received a response to my complaints letter.

As a result of the poor customer care, and inadequate refunds/returns process that House of Fraser have adopted, I feel very disappointed and frustrated and am currently at a financial loss of £96.  

I hope this is something you can help me with.

Thanks

Surma Khatun