If there was an option to award no stars, House of Fraser would be getting a fat zero. Over a month after I returned goods ordered on line - two of which were delivered faulty and damaged - I am still awaiting a refund. I have spoken to numerous customer service agents, including two senior members of the "customer care" team, sent proof of postage (twice) and a copy of my returns slip showing which items I returned and why (again twice), sent numerous emails, most of which have not been responded to, all to no avail. I have spent hours on this and might as well have been banging my head against a brick wall. Nobody has yet given me a reason why my refund has failed to materialise, and everyone I have spoken to has given me different information about its progress through the system. It is now 34 days since I returned the items, and I am still no further forward. The incompetence of the customer service team is beyond belief, and the treatment I have received overall is nothing short of a disgrace. I do 99% of my shopping online, and I have never encountered anything like this before. I will never buy from House of Fraser again, but will stick with stores I can trust, like John Lewis. I feel defrauded, and my next step will be to take legal action to have my money returned.