CollectPlus said this week that it had taken the decision to send parcels back to shoppers who had used its service to return items to House of Fraser.
The click and collect and returns specialist is working with Clipper Logistics to process and send back about 5,000 parcels to customers free of charge.
The company had been holding onto returns that customers had sent back via CollectPlus drop-off points while it waited for House of Fraser’s warehouses to reopen following its administration in August. But following its acquisition out of administration by Sports Direct it has become clear that the retailer is not going to refund that were originally bought from House of Fraser before it was taken over by Sports Direct and subsequently returned by customers, despite early promises to do so.
The warehouse hasn’t reopened and, as it has become apparent that shoppers won’t get their money back, CollectPlus has decided to send them back to the people who paid for them.
“Through no fault of their own, customers of House of Fraser have been caught in the middle of the retailer’s collapse, with items that they have bought and paid for being refused by the returns warehouse,” said Neil Ashworth, chief commercial officer of Yodel and chief executive of CollectPlus. “The administrators have now confirmed that returns are unlikely and so CollectPlus has taken the decision to return itms back to customers free of charge, so that they are not left empty handed.”
He added: “We believe we are doing the right thing by the customer.”
The operation is likely to take around two weeks to complete. It will involve opening every parcel in a secure environment to identify the rightful owner via the returns note. Each order will be repackaged and relabelled before being sent back to the customer.
Our view: House of Fraser customers who missed out on their deliveries or haven’t had returns refunded have had a hard time in recent months – and the brand will have suffered a significant reputational cost as a result. This move by CollectPlus will no doubt help to boost its own reputation and distance itself from events, albeit at a financial cost.
Image courtesy of CollectPlus