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Complaint Details:
I placed an order with House of Fraser on 21st October, paying a total of £250, which included £9.99 for next-day delivery. Despite this, the order has not been delivered, and I have now been waiting for 4 weeks.
Here is a summary of events:
Order Placed: 21st October. Next-day delivery was selected and paid for.
First Delay: I contacted customer service after the first delay and was informed of "allocation issues."
Compensation Offered: House of Fraser offered a £15 delivery voucher, which I do not find adequate given the inconvenience caused.
Further Delay: I was later informed via social media on 13th November that three items were out of stock and would be cancelled to allow the delivery of the remaining items. Despite this, no delivery or refund has been issued.
Escalation Attempt: I emailed House of Fraser's Director of Customer Contact Operations, Scott Bain, on 8th November, but I have not received any response.
This situation has caused considerable frustration. It is unreasonable for House of Fraser to take payment and fail to fulfil their obligations within a reasonable timeframe.
Claimed loss: Financial loss: £250 incl. £9.99 delivery. Time spent: 5+ hrs chasing updates. Inconvenience: 4-week delay, no items, needing alternatives. Emotional impact: stress & frustration from poor service & lack of communication.
Desired outcome: Request: Full £250 refund incl. £9.99 delivery fee if items aren’t delivered in 48 hrs. Compensation for 4-week delay, poor communication, and time spent. Formal confirmation of steps to resolve, incl. updates on refunds or deliveries.
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