bought some items through the House of Frasers website. Stupidly, I assumed they were like virtually all other companies and offered a streamlined returns process. No. You have to pay the return postage costs. It’s not even a set price. You pay per package size and weight. You also can't return online purchases to a shop. But that's only the half of it. They don’t deal with returns to their ‘partner brands’. They have a list of the brands with virtually no useful info. The brand I wanted to return to just states an address and to send the parcel tracked delivery. I contacted House of Frasers to ask how I include a returns slip. That was only by the chat. Their phone lines don't work. I was told I needed to speak to 'an expert'. I asked how I do that and the next reply was 'your chat is now closed'. Now their chat is always busy. You are told to wait for an advisor. Then told that you can only wait 5 minutes and the chat will automatically be closed and you have to start the chat again. I have never experienced such appalling customer service. So I have no option to post my £60 item with a hand written note, stating who I am, my order number etc and hope that I get a refund. I also plan to contact Trading Standards and complain. Of course there isn't an Complaints option for House of Fraser. The company used to be well respected. Now it's been bought by Sports Direct and it is a total scam. Avoid at all costs!
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