By far the single worst customer experience from any shop I've ever had in my life. In October I received my deliver, it was supposed to be two items... however I missed the driver by 2 seconds and as soon as I picked up the parcel from my front door realised that it was twisted at the top and already opened. I looked inside and no delivery note and 1 of my items was missing - a pair of jeans.

Since then I have emailed back and forth with House of Frasers "customer service" team. I'm sure most of them are bots, most replies make no sense. Once they said they have completed their investigation and happy that Evri delivered the item ok and my "claim" was not successful. Most the time they reply to my detailed emails, including photos, evidence, full details etc after many weeks saying "can you confirm you are the account holder" even though I soon learnt you have to put that in every email.

I've had other replies that just say rubbish like "Our customer always comes first and we have done everything necessary to find a solution as soon as possible. Please contact me for any information you need.". What exactly have they done?!

More than 3 months I have been going back and forwards out of pure principal. How can you order something, it arrive open and missing, immediately contact the company and yet 3 months down the line still be going round in circles with the worlds worst customer service? Truly shocking. I will happily provide many examples of all the email chains.

Often they reply saying I need to confirm my name and order number, even though it's clearly written in every email I send to them. And I have to wait weeks for that. Then when I re-send it they reply with other nonsense like "another member of staff is already looking at this". 3 months of going round in circles!! Unfortunately it's got to the stage of me having to consult with my Lawyer, this should not be allowed to happen.