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I ordered this item on 20th July. The item was in the basket and I realised my old address was showing. I went back into my account, typed my new address and changed it to the default. I then deleted the old address. I put the order through and realised immediately the old address was still showing. I tried to cancel the order but there is no phone/contact number easily available. I emailed HoF and was told it would be Regatta Ltd handling the order and to contact them. They told me they couldn't help (3 days later) as HoFwere handling the order. I managed to divert the parcel to a post office and asked them to return the item hoping for a refund. This was backed up by 8 emails to customer services who were very unhelpful and kept emailing me back to send them the same info already provided. It is now nearly two months later and another customer rep emailed to ask me to provide all the details again, which I did a week ago. He closed the ticket and marked the issue as resolved with no written back up and no refund of £39.99. I can't believe there is such poor accountability within this firm.
Claimed loss: £39.99 - not refunded
Desired outcome: £39.99 refunded to me.
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It’s incredibly frustrating to deal with such poor communication and accountability from House of Fraser. The fact that you went out of your way to correct the address, only for the order to still be sent to the wrong location, and then being passed back and forth between HoF and Regatta with no resolution for two months, is completely unacceptable. It’s especially disappointing that even after multiple emails and providing the same information repeatedly, they closed your ticket without resolving the issue or issuing a refund.
It’s clear that their customer service has fallen short in handling this situation. You should escalate this complaint, perhaps through more public channels like social media or review platforms, to get the attention it deserves. Hopefully, House of Fraser will finally take responsibility and issue your refund. No customer should have to go through this much hassle for something as straightforward as a refund.