I ordered a MK jumper as a Christmas present for my brother but Hermes delivered the package to the wrong address, the picture shown as proof of delivery is blurry and looks like the reception desk of an office building. I contacted House of Fraser and Hermes - Hermes responded after 24 hours to apologise for the misdelivery and said to contact House of Fraser, but House of Fraser just keeps talking me on a not so merry go round. Definitely the worst service I have ever received. I've been asked to complete a denial of receipt form twice now after already completing and sending them one. Everytime I contact customer service at HoF to find out if a replacement item would be sent or at least a refund issued, I get told the package has been delivered. I've sent screenshots of the email received from Hermes to HoF letting them know the package is missing because it was misdelivered but last night I was told by HoF that they need to hear directly from Hermes - it's been over a week. I heard back from Hermes after just 24 hours, what's taking so long on your side HoF? Considering I was also expecting a package from Dunelm and Selfridges on the same day, all of which were misdelivered to the same wrong address by Hermes and immediately replaced by the retailers, why does the customer have to suffer with you HoF? House of Fraser has severely gone downhill, definitely not the store it used to be. Horrible customer service that just doesn't seem to give a toss about its customers. Haven't you ever heard the phrase the customer is always right? But then again I'm not surprised at all, since I wrote an email to the owner of HoF pleading with him to put out a statement or at least contact the person affected after the ugly incident at House of Fraser Bluewater with Cephas Williams but my email was simply ignored, no response, no statement and no contact with the person affected. Shame on you House of Fraser. Disgusting way to treat your customers - I want my money refunded House of Fraser!!! As soon as this issue is hopefully resolved, I will be bidding goodbye to HoF. You won't be getting my money anymore