Hi, As a former service employee for numerous years I appreciate that retail return policies vary from store to store and are the policies of the store and not the staff. Imagine my disappointment then when I received a very nice new jacket from my teenage son only to realise he’d not only not provided the receipt in case of needed exchange but purchased a much smaller size than I need. Body pride and financial pocket therefore both taken a poorly timed blow! This was a present that was for my 49th birthday which potentially I would not be able to adorn. So today I thought well it’s worth asking if I could exchange for a larger size or something nearest the pin ! I wasn’t too hopeful but it was in shop condition still as only purchased yesterday and with tags on so here goes … I was initially rebuffed by a rather solemn lady but hey she is only doing her job I thought but on the other hand the customer is always right no ? So I asked a rather polite lady named Anne-Marie whom I have had excellent customer experience from before in fact, as if remembered that I said to myself, well let’s just get a second opinion.. Not only did very helpful and friendly said shop assistant direct me to the right place to exchange the garment she went above and beyond in using common sense and good customer skills combined. I sincerely hope that she is commended in some way for her service that I experienced (financially I hope) as I will most certainly be spending my money with House of Fraser Norwich again because of her service and genuine manner. Thanks to her manager also whom I did not think to ask her name as I was so impressed by the said star of the day!! Thanks again, Craig V.