When I was making purchases on the House of Fraser website an offer popped up informing me that a free Cross pen would be added to the basket if my order exceeded £200.
However, when it was delivered there was no pen or any mention of one. Customer services explained that the offer was subject to availability. I believe House of Fraser deliberately provided an incentive for me as a customer to spend more in order to receive a free gift, only for the free gift not to materialise. MH, London
Its extraordinary that in its numerous emails to you claiming that the pen was out of stock, House of Fraser didn’t produce the reason it gives me – that the offer was restricted to purchases of Skopes products, but that due to a “manual error” this wasn’t specified. Since you only bought £5 of Skopes stuff you didn’t qualify.
It has now sent you the pen as a goodwill gesture.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
