My recent experience with House of Fraser (HOF) has been nothing short of a nightmare. After ordering several items from their online store on 11/04/23, I received my package on 17/04/23. Disappointed with the quality & sizes of items, I decided to return some items as “no longer needed”. HOF accepted my return on 25/04/23. Here's where the real frustration began. The merchant had the audacity to insist on using their choice of a delivery company for the return shipment. HOF generated automatic returns label via Evri. After dropping off the return package on 25/04/23 and tracking it, I noticed that, the delivery company's tracking showed no updates from 27/04/23. I immediately contacted the merchant to inform them about the situation, hoping they would initiate a refund promptly. To my utter shock, House of Fraser refused to take responsibility for the lost returned items, placing the blame squarely on the delivery company. HOF conveniently brushed off the issue, disregarding the fact that it was their decision to use an unreliable courier that caused the problem. Not only did I lose my trust in their products, but I also lost my money for items I no longer possessed. It is beyond disappointing to deal with a merchant that shows such a complete lack of care for their customers. As a consumer, I expected the basic principle of fairness and accountability. The refusal to refund for lost returned items is a clear indication of their lack of professionalism and customer-centricity. A reputable merchant would have acknowledged the problem, taken immediate action to resolve the issue, and refunded the customer without hesitation. I strongly advise against doing business with House of Fraser. Their negligence in choosing a reliable delivery partner and their unwillingness to address the problem appropriately demonstrate a complete disregard for their customers. Save yourself the time, money, and frustration by seeking a more reputable and trustworthy merchant that values its customers and stands by its promises.