CollectPlus, Yodel’s store-based delivery and returns service, is processing and delivering around 5,000 parcels back to House of Fraser customers free of charge, following the announcement that refunds from the retailer or administrator are unlikely to be forthcoming.
Commenting on the decision, Neil Ashworth, Chief Commercial Officer of Yodel and CEO of CollectPlus, said; “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.
“The administrators have now confirmed that refunds are unlikely, and so CollectPlus has taken the decision to return items back to customers free of charge, so that they are not left empty handed.”
CollectPlus has been securely storing the parcels after it was unable to access to House of Fraser’s outsourced warehouse in order to return the items, which had been sent via CollectPlus Points on or after 8 August.
Following Sports Direct’s deal with the administrator, it was hoped that the warehouses would reopen, and the returns could be processed as usual, however it has become clear that customers returning items are unlikely to receive a refund.
Neil Ashworth added; “We believe we are doing the right thing by the customer.”
CollectPlus is partnering with Clipper Logistics on the project, which will involve opening every parcel in a secure environment in order to identify the rightful owner via the returns note. Each order will then be repackaged and relabelled before being sent back to the customer. The operation is expected to take two weeks.