I purchased 8 Luna style cups, (2 boxes of 4) in you Lakeside store. When I opened the boxes at home I realised that one was chipped and also at closer inspection the cups where not great quality and 3 of them had marks. They were advertised at £6 each and in the sale at £3 each. I believe that anyone could see that they are not worth the £6 due to the quality. I went back to Lakeside on a Saturday evening to change them only to realise that the shopping centre had closed. Unfortunately, Lakeside Shopping Centre have not adjusting their times from Xmas and they are still advertising 10pm closure. I did speak to Lakeside and they were most apologetic as they could see that the time was still adverted as Saturday 10pm. As I live 32 miles from this store and it is my nearest House of Fraser I thought that it was best to call the store first. When I called the Lakeside branch no one answered the phone, it just continued to ring. I then called your Head office and the answer machine tells you that the number has changed and advised me to dial a different number. When I finally did speak to an adviser he explained that due to health and safety they do not like to take back an item that is chipped and he suggested that I go back to the store. When I explained where I lived and the inconvenience that I had already experienced, he was less than helpful. I feel that either these mugs have not been quality checked or House of Fraser have bought them cheap to go into their sale. I do struggle to see why a large store / company like House of Fraser who try to give off this good image would give such bad service when a customer is trying to contact them to deal with an issue. Surely if you have a store telephone number then someone should be there to answer the phone and the number advertised on your website should be correct. I am also surprised that one of your customer service team would be so unhelpful. Personally, I will now never choose to shop in House of Fraser again. My advice to House of Fraser would be to take a closer look at both M&S and John Lewis’s customer service experience.