I have been using house of Fraser for online orders for many many years I have never really had any issues until recently . I purchased a number of items online totaling around £300 . For some reason my order gets canceled but the money still gets taken from my account . I was told the order was cancelled due to insufficient funds. This was not the case. I then trust the fact the money would be returned and place the order again with a different payment method . After days the order status never changed. I contact support who tell me the order is not valid and the money will be returned . There has been no explanation at all as to what's going on . They still have my money from the first order and after 2 days of talking to support they insist it's nothing to do with them despite providing the authorisation number from my bank. It's impossible to talk to a human being and all support staff are utterly useless and have no clue how to help. Most don't understand English or what you are trying to say via email. This has left me wanting to never use this company again. Saving costs on poor customer service is costing them customers surely.
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