House of Fraser Online

5
Found 7th Sep 2010
Ordered a TV from House of Fraser on Friday with a 3-5 day delivery. The status of the online order never changes from 'Order Placed' until is its actually dispatched so rang them just now.

They cant tell me if my TV will be dispatched today - it may already be on delivery for today and I can ring tomorrow to find out if it will be delivered tomorrow - by which time I will be at work and hence not at home!!!!

really surprised that they seem to be the only online retailer I have come across who cant tell me when my item will be definitely dispatched, if its even in stock or if the courier has picked it up or not.

Just thought I'd mention it if someones looking to order with them for the first time.

Surprising for a company which prides itself on customer service.

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5 Comments

That's shocking. Would have thought their service team / system would have been more knowledgeable.

When things run smoothly its great of course. But many times I have had a premonition that things are going wrong, usually at 5pm of an all day delivery slot. Why is it the customer knows that things have been cocked up but the trader appears to have no idea.

I share your frustration.

Original Poster

Thanks guys - just rang them again as they promised to call me back two hours ago which they didnt to find out that unless it doesnt arrive by close of play Friday there 'isnt an issue' and 'its not unusual' - to which I replied that compared to other retailers it is - silence rained!

Fingers crossed then - I dont want to cancel as its a good deal (free Bluray player and 5 year guarantee incl) and I have used them before for a fridge freezer but that was then passed to a 3rd party who were just brilliant - even called me two weeks later to see if I was still happy and for feedback on the delivery guys etc (incluing were they clean and well presented!) lol

HMV were the opposite, I placed an order, rang them up after and they said they had no stock so I had to wait a few days, so I said fine, then 30 minutes later it was dispatched?...

Day 4 now, think the average delivery is 5 days so I hope it gets here today or tmoz.

Original Poster

Well real coincidence - just had a phone call to say the TV should be dispatched today for delivery tomorrow and I will get an email confirming with tracking details.

10mins later email arrives - all good except My Account online still says Order Placed - guess I'm at home tomorrow anyway
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