House Of Fraser

I purchased a Sonia Rykiel domino handbag for 686 GBP (which worked out to $1086 USD) on Sept. 2, 2015. I also had to pay customs/duty taxes of $164. (I live in New York). But when it arrived on Sept. 4, 2015, I immediately noticed that it was damaged – it was missing one of the crystals. I was very upset because I spent a lot of money for this bag and expected it to be in perfect condition. I immediately sent them an email, asking them to either replace it with an undamaged one (at their expense) OR provide me with a full refund of the purchase price, a refund of the customs/duty taxes, and a free-shipping-return label to send the damaged item back. They ignored my email for three days – and when they did respond, they sent me a “form” reply, telling me I had to pay the shipping costs to return the item – and that they wouldn’t reimburse me for the customs/duty taxes. I think this is absolutely outrageous. … Return shipping will cost me at least $50 – and I’ve already spent an additional $164 in customs/duty taxes. Why should I have to be out of pocket by more than $210 (USD) because of HOF’s quality control sent me a faulty handbag? This isn’t right. I certainly didn’t order a damaged handbag. I would never have purchased this item if I thought they would be sending me a damaged one.

I think the HOF has both a legal and moral obligation to cover the return shipping costs and to reimburse me for the cost of the item and the taxes that I paid.

If anyone has any suggestions on how I can contact someone in senior management or the CEO’s office to resolve this, I would greatly appreciate it.

The order # [protected]
Order date: Sept. 2, 2015
Date delivered: Sept. 4, 2015
Item: Sonia Rykiel black domino small stud hobo bag
Product Code # [protected]
Price Paid: 686 GBP
Customs/duty taxes: $163.89 USD.

I also have photos of the damaged handbag which I sent in my emails to them. But they never responded after the “form” reply.

I am attaching the photos as well as the receipt for the customs/duty taxes that I paid.

I would greatly appreciate your assistance in resolving this dispute.

J. Morrissey

Found At: House Of Fraser – Received Damaged Handbag

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