Order an two items from the cruise online, a hat and a t shirt. I used the FF20 discount code, but when processing the order the discount wasn’t in use. I contacted them about refunding the money as two which an customer service advisor lied to my face and stated that the code wasn’t ready at the time to be used and that’s why I hadn’t received my discount. I replied to that saying that I have a screenshot of the items in my basket before I purchased it (which I do have) and the price was discounted, which proves the advisor lied. She then went on to change her story as to why they couldn’t process this refund, I stipulated that I wanted to have this escalated as I had lost confidence in the advisers ability to do so. She then went and said that the only way to get my money back to return the items and buy them again with the code (which isn’t feasible due to me being a vulnerable person due to the CIVID-19 situation). She then closed of the case as completed without even trying to rectify their mistakes or her lies. I would strongly recommend to anyone who thinks about shopping at frasers group (cruise, house of frasers, flannels) to rethink. The customer service is appalling.