I am mystified and quite angry with House of Fraser. On June 2 I purchased a Coast top online. When it arrived, I opened it up, but never even tried it on, as I could see straight away it would be far too short for me. It was returned the same day with labels untouched for a refund. It was returned to me with a letter stating: "as the garment wasn't in the condition that it was sent to me, no refund could be made". I complained, and was told to return it again with a covering letter explaining that it hadn't even been tried on, let alone worn. After 15 days of waiting for a refund, I rang again and was asked to provide a postage receipt as they had trouble locating the item for the second time. This was sent to them immediately, but the same answer came back - no refund. I am wondering if they have even found the package yet with the enclosed letter I sent and are just repeating their first refusal. I complained again today, but was told that customer services could do nothing about it as it was a warehouse decision and they would not be able to help me any further. I asked to speak to the warehouse management, but was told they don't take customers' queries. I am now £51 down with a top that cannot be worn. Disgraceful service and i will never shop in this store again. Mrs S Green