I ordered £250 worth of clothing via next day delivery before Christmas, including a coat. Although it arrived on time, the coat worth just under £150 arrived with the security tag attached so was unwearable and ungiftable although being a wanted present. I immediately contacted customer service explaining I was shielding and there were no House of Fraser’s in my area to go to to get the tag removed (the nearest one is over an hour away, we are Tier 3 and I am not supposed to leave the house nor travel to another area). It would have been reasonable to be offered a free return and a new coat to be sent out, this time with the tag removed prior to Christmas. Instead, I’ve had NO response. I’ve tried phoning only to be cut off with no response as well as emails from a week ago going unanswered. No response on Twitter. These are challenging times but this is one of the poorest examples of customer service I can think of. Firstly, the security tags should have been checked and removed prior to postage. Secondly, it’s not ok to ignore a customer on several platforms and have no way that customers can talk to a human on the phone. Not good enough House of Fraser, extremely disappointing experience.