House of Fraser

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Asked by Margareat23 on 3rd June 2017 Report this content
I bought two sofas from house of Fraser four months ago, two months after they were delivered I complained that the seats were puckered, the sent out a rep who made a report and then said customer service would be in touch with two weeks, but no call. I then sent a recorded delivery letter to put my complaint in writing, I then got a letter back saying there was nothing they could do as the rep who was out said the sofas were of a satisfactory level. I have now sent another example recorded delivery letter along with photos, claiming that I am with my consumer right 2015 to reject the sofas. This was over a week ago and no reply. I am now thinking about the small claims court in Scotland. I live on my own and the sofas have been rarely sat on. Really disgusted.Has anyone else had this problem?

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Asked by madison1137 on 7th September 2015 Report this content
How do I get assistance when the House of Fraser sent me a damaged product? I spent a lot of money ordering a Sonia Rykiel domino handbag (686 GBP) and it arrived missing one of its crystals. And they clearly knew it was damaged before sending it because the missing crystal was not in the box. I live in New York, and so I had to pay $165 in duty/taxes in addition to the sale price. I've tried to contact the House of Fraser by email countless times, and they don't respond. I think they have a responsibility to provide a free shipping label to return this damaged item - and to refund both the full price and taxes I paid. Yet, nobody responds! I just received an automated form response. Is there a number for the company's corporate office - perhaps its CEO or CFO - that I can call? If someone can offer advice or assistance, I would greatly appreciate it.

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Asked by sarahspender on 15th June 2014 Report this content
How can I send them specific feedback? I was very pleased with the personal shopper service I received at Bluewater store. I tried sending you my comments via their feedback form, but couldn't because it was just a tick box form with no room for comments. 

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Answers (1)
Report this content punktlich05 Written on: 28/06/2014
The quintessential means of sending feedback and getting attention is to write a letter to the CEO, not to send email but if you do want to send email there's a Web site ceoemail that tells us his address. (These days you can alternatively Tweet a message to @houseoffraser - or you can do both.) According to Bloomberg Business Week magazine the CEO is John King and the company's head office is at 27 Baker Street London, W1U 8AH. FWIW. House of Fraser is about to be sold to Nanjing Xinjiekou Department Store Co., Ltd. ("company information" under "about us" on their Web site)
Asked by joannegeorge on 13th June 2014 Report this content
On receipt of my sofa my wife and I slipped of the front of the seats all night. The next morning we rang House of Fraser to explain this informing the staff we cannot continue to slip of the sofa there must be something wrong. We were told we are slipping off because it is new and the leather is shiny. This ridiculous problem continued for weeks. Again we called and asked could the sofa be returned. We were told no. Yet still we continue to slip of the front. Please take into account all our family and friends who visit end up on the floor. Unbelievable.  Weeks later the sofa starts to settle and the neck and back aches start for everybody sitting on the sofa is now complaining about pain. This sofa has now become a problem to our health. The pain across our shoulders and back is absolutely unbearable when you think we ate sitting on our brand new sofa which we expected to last for 10 years simply cannot be used. We have again informed the shop on our issues to be informed by the first person we spoke to "you tried the sofa in the shop and if you cancel your direct debit it will effect your credit rating" WOW great help and concern over a unusable product which cost £2850 which is actually not fit for purpose and is causing health issues to anyone sitting on it for a period of time. I am actually writing this note lying in bed in pain after I sat on the sofa to watch the world cup opening match. Tomorrow we are expecting a visit by a service guy to inspect any faults on the sofa. I can see watchdog and solicitors getting involved. What should I do? 

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Answers (1)
Report this content punktlich05 Written on: 28/06/2014
Cancelling a direct debit if there is a contract in force is never a good idea unless you've been demonstrably cheated. If you bought something online or by post you have certain cancellation rights. If you bought in the store you may need to show that the goods are not fit for purpose. Of course if you file a claim on moneyclaim website (the official Small Claims Court Web site) the firm may not find it economic to defend and you may win by default or by agreement. It may be wisest to get an expert's appraisal of the defect. Realistically speaking, just because you say that there is something wrong doesn't mean that the experts will agree -- although they might. Goods not fit for purpose do have to be taken back.
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