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Country walks in her stylish new weatherproof jacket were not to be for a customer who when it did not turn up struggled to get a response from the retailer. Early last month Gill Wilson paid £159 to the House of Fraser, one of Frasers Group’s brands, for her waxed and quilted Barbour, plus £9.99 for next-day delivery. <\/p>\n
“I began to worry when I didn’t receive a slot time and then I realised I had not received a purchase confirmation email either,” she told Crusader.<\/p>\n
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on <\/i><\/b>maisha.frost@express.co.uk<\/i><\/b> “I tried all the phone numbers they give, but they were not available and I also emailed. <\/p>\n “The only reply I got was to say they had no record of my order. Yet my bank account shows payment was taken the day I ordered.<\/p>\n “This should have been straightforward, not complicated as it is now. I look after my husband who is a stroke patient and I could really do without this extra hassle.”<\/p>\n Gill had supplied evidence of the debit and did so again when asked. Keeping all the proof also stood her in good stead when she was sent a photo of her parcel on a doorstep, allegedly showing that it had been delivered to her.<\/p>\n The image depicted a manky front door and a grubby plastic package, all a far cry from Gill’s well-tended entrance. “I set them straight that it certainly wasn’t our house, but fighting this is getting tiring,” she reflected.<\/p>\n Of course, she could have opted for a chargeback through her bank, but carers such as Gill are always under pressure and chronically short of time, so to make it easier Crusader took over fighting her corner.<\/p>\n Once alerted Frasers Group responded promptly and has now confirmed the refund has been paid. Gill commented: “It wasn’t so much the money but the principle, we’re so pleased thank you Crusader.”<\/p>\n