House of Fraser ‘ breaks pledge’ to offer refunds

HOUSE of Fraser shoppers seeking refunds for orders they never received look set to lose their money after an apparent U-turn from the chain’s new owner. The company went bust on August 10 – and was immediately bought by Sports Direct, whose owner Mike Ashley pledged to keep most of the department stores open.

In a tweet on August 16, House of Fraser told customers that orders yet to be sent out would be cancelled and refunded. But last night it appeared that Sports Direct had reneged on the promise.

A House of Fraser spokesman told The Guardian: ‘The correct course of action for customers who have issues regarding goods purchased prior to August 10 is to contact the administrators.’

Administrators EY said customers awaiting goods were unlikely to get much back from administrators, and could receive as little as a few pence for each pound spent.

Customers had vented their frustrations on social media after struggling to arrange a refund. Andy Poole tweeted: ‘Have chased and getting no response or refund. Is now the time to just walk into a House of Fraser shop and take the items I ordered? Is that acceptable?’

One customer did take matters into her own hands. Fiona Boston, 53, used friends and family – and two vans – to seize a two-piece suite she had bought for £1,500 from the chain’s Darlington shop.

House of Fraser collapsed with debts of £1billion. It was bought using a controversial ‘pre-pack’ administration – meaning Mr Ashley took on the business free of debts.

Last night Sports Direct denied it had backtracked, insisting its tweet promising refunds on August 16 could only have related to orders placed since the administration on August 10.

A spokesman said: ‘The comment made on social media on August 16 can, by definition, only relate to orders received by the current company. Any issues relating to purchases made prior to August 10 must be referred to, and dealt with, by the administrators at EY.’