This is their idea of customer service - no open phone lines ... you have to use their chat app Jamie : Good evening, you're chatting with Jamie. Can I take your name please? You : Simon Walker ... and I am NOT happy Jamie : Thank you Simon. Can i please ask, what the situation is? You : I have waited in (after recieving an email from your courier) ALL DAY for the delivery status to suddenly update to "unable to gain access" at 19.50 ... I have sat here since 8.30 this morning Jamie : I am sorry to hear that and appreciate this is no fault of your own. Could you confirm your order number, billing address and postcode please? You : 42554307 You : I have waited in ALL DAY for this parcel. I AM NOT free to wait in tomorrow, Sunday or any day next week. Cancel the order and refund immediately. I will never use House of Fraser again You : i expect to see that money back in my account tonight You : PS I did call the customer dervices to receive a "we are open 8am to 8pm" message ... at 7.55 Jamie : Thank you for providing me, with an update of the situation. Could you confirm your billing address and postcode please?, So i can help you with this situation. You : no - just do the damn refund You : i dnt have time to comply to your companies preferred way - I am the customer and I set the rules You : I have given my name and ref - thats enough You : or you can call me on the number provided Jamie : I appreciate your frustration. I would need these details though, if we are going to continue the chat. You : Would you prefer me to copy paste this chat detail to trustpilot instead?? You : My address is 29 Greenwood Drive, S9 4GY Jamie : Thank you. Are you OK to hold for a few moments while I look into this? You : more time waiting?? - brilliant You : ??? You : are you still there?? - this is getting annoying Jamie : Thank you for holding Simon. I have sent a message to the depot, asking why they have struggled to deliver this parcel. Once we have a response, we will get back to you and inform you of this situation. I appreciate your really frustrated, and it's not your fault, This is all i can do at this current moment You : Not good enough - just cancel the order You : I do not want dishonest people at my door and I now know the driver from Yodel is dishonest You : and its "I appreciate you're* really frustrated Jamie : I'm sorry you feel this way Simon, at this present moment. I can request this parcel is sent back and refunded.