My complaint:
I ordered 8 size small shirts – 15 neck, they sent me 8 extra small shirts 14.4 neck, I have been talking to a lady called Pearl on their customer service portal, she does not even read my messages, she just copies and paste reply reply’s to me, I keep asking why am I paying to send the items back when your company has made the mistake – see the painful trail of messages below to Pearl in their customer services
Hi Sebastian,
Thank you for your response.
Please allow 16 days for your returns to reach the warehouse and once they have reached the warehouse please allow a further 5 working days for the refund to hit your account.
I hope you have an amazing day and most importantly, stay safe.
Thanks
Pearl
On Fri, 30 Sep at 10:48 AM , sebastian wrote:
Pearl I have sent the items back to you already as advised so to late to ask me for photos, this is partly due to your slow response in coming back to me. you can clearly see I ordered small on my account and you sent me extra small again you will see this when you receive the items back
Sent from my iPhone
On 30 Sep 2022, at 09:25, House of Fraser wrote:
Hi Sebastian,
Thanks for getting in touch about your order.
I trust that you are well. I’m sorry you have sent back the incorrect items at your own cost. May you please send us pictures of the items you had received?
I hope you have an amazing day and most importantly, stay safe.
Thanks
Pearl
On Thu, 29 Sep at 10:38 PM , sebastian wrote:
Sorry Pearl but did you read my my message? Your company made the mistake why is it fair that so pay to send it back to you, I would like a refund for the £3.99 I have had to pay. I posted a review and they advised you would sort the issue out?
Kind regards
Sebastian
Sent from my iPhone
On 29 Sep 2022, at 19:48, House of Fraser wrote:
Hi Sebastian,
Thanks for getting in touch about your returns.
I trust that you are well. I’m sorry you have trouble with your returns.
At this moment the returns portal is currently down apologies for that, to sort this out for you, may you please kindly drop off your returns at the store which has post services, alternatively you will need to use your own method to return the item back to us.
I hope you have an amazing day and most importantly, stay safe.
Thanks
Suggested solution:
acknowledge they have made the error and refund me the £3.99 I had to pay to send the shirts back
