HoF sent the wrong item. Twice. Each time the onus completely was on me to package up, print return labels and queue in the post office to return (the week before Xmas - You can imagine what that was like I’m sure!). Was ordered for a birthday in November and here I am on 28th December still with nothing at all to show. Was told I had to just reorder myself - once I’d waited 14 days after receipt of the returned item for them to check it before they'd refund me (the item I didn’t order and didn’t want, and incidentally was considerably cheaper than the item I’d actually ordered). No exchange. No apology. No ‘we messed up and sent the wrong thing, let’s rectify this and get the goods you ordered out to you asap and you send back the wrong goods in x days (otherwise we’ll charge (which I would have thought perfectly acceptable)). How do they think it’s acceptable to hold the goods I paid for in full back in November hostage while they check the rubbish they actually sent out, is acceptable customer service? Consequently missed not only the birthday the item was a present for, but also Christmas now. No way to actually speak to a person. Just chat or messenger. Sent two emails but both just closed down. Every time I say I want to make a formal complaint it’s ignored. No updates unless I chase and then it’s hours or days between single messages, and even then no apology. Just reiterating their ridiculous procedure that I need to do all the work to send back their error. All they are concerned with is getting back the reduced rubbish they posted out. Even said they’d knock 10% off if I wanted to keep the item they sent in error - which was a good 22% lower in value than I’d paid! Unbelievable!!