What has happened to House of Fraser?! What used to be a highly regarded, reputable business is a shadow of its former self. Tried using a £129 credit note issued by the retailer some time ago, with a 2 year validity period, only to experience tech glitch every time tried using it recently. We were met with a persistent pop up message stating “something went wrong, please try again” each time. As instructed, we kept trying till we got to two days before expiration date, when we were forced to contact customer services to raise the issue and seek help to resolve. Despite raising the issue within the validity period, the “support” response received 72hrs later (conveniently the day after credit note expiration date) basically said nothing they can do as credit note has expired. Absolute robbery and cheek of it! To add further insult, in comparison, my husband who submitted his own request for help with them about the same issue, was responded to 72hrs later by a different customer service team member, apologising for the delayed response and issue. Furthermore, said member of the team advised he would further investigate into the difficulty experienced with using the credit note online. So there is hope still this matter will be resolved appropriately. However l am shocked and disappointed with the completely contrary responses received to the same issue. Customer service training is clearly lacking. Tighten your ship House of Fraser. It’s imperative to your reputation to resolve customer issues fairly, not carelessly. I am not prepared to just let you swallow £129 of our hard earned money for nothing.
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