My complaint:
I ordered 2 pairs of trainers through house of Fraser. They were delivered by EVRI. When the parcel was delivered there was only 1 box in the parcel, when i opened the parcel the delivery note suggested that both parcels should have been delivered.
The delivery driver was pacing my hose after delivering more packages to the houses down the lane so I waved her car down to stop. I explained the situation and she stated maybe there is another parcel to come I stated that the delivery note stated that there should have been 2 boxes on the packaging, after a general discussion with the delivery driver stating this had happened to us several times over Christmas she reported that this had also happened to her and that she is aware it has happened previously. On three separate occasions we have had parcels missing, and had our money refunded albeit after numerous begging emails trying to prove our innocence. At the time the delivery driver stated that she would be a witness to the company stating that only one box was in the parcel. On further inspection the packaging had been tampered with and re-sealed with clear Sellotape. The packaging was big enough for two shoe boxes but had been resealed to make it look smaller. Unfortunately, at this point the driver had gone so i was unable to show this to her.
I sent a complaint to the House of Fraser infract several emails and also went through the company resolver. I sent a picture of the packaging.
After several emails back and forth House of Fraser are closing the case stating that they have investigated and they are sure two parcels were sent. I have not had a thorough investigation to this matter and still have the following queries unanswered, please not i have asked them to look into these issues and they have ignored me.
House of Fraser state that because they have evidence that the two boxes were packaged and left the warehouse intact then they are able to continue with the investigation.
I have stated several times that I have never disputed this fact but they do not have evidence to state that two boxes were in the packaging when they left the delivery warehouse, this is what I am disputing because only 1 box arrived.
Here is a list of the questions I have asked but have had no answer which I feel will help resolve the issue.
1. Can House of Fraser if they use clear Sellotape to package parcels – the parcel i have has clear Sellotape on it to patch up a tear.
2. Can house of Fraser that two boxes left the delivery warehouse and not just the packing warehouse.
3. Can house of Fraser show CCTV of the size of the parcel as I have proof on my CCTV of the size of the parcel recieved. this can be held easily with 1 hand, i am sure that 2 shoe boxes in a parcel would be difficult to hold with 1 hand.
4. Where is the statement evidence written by the delivery driver stating that 1 box arrived – surely this is enough evidence
5. Can someone look at my packaging to see that it had been tampered with
6. I have raised a breach of GDPR as in the opened parcel was all of my personal details i would like this investigated but House of Fraser has ignored this.
These trainers were a present and due to financial difficulties we are being told that no refund is available. I have had several problems over Christmas whereby EVRI delivered parcels that had been tampered with one of which was investigated by the House of Fraser, surely they can see that this has been a problem in the past.
I would be very grateful for any help in this situation which has become very stressful as were are not being listened to but are being accused of being fraudulent.
Kind regards Max
Suggested solution:
I would like a refund of the trainers that did not arrive
