HOF is by far my favourite place to shop, I spend, for me, a lot of money in there over a year. I’ve never had cause to ever complain or be upset, their deliveries are always prompt not damaged and if collected in store served by friendly staff. There shopfloor staff have always been very good and helpful. This all changed today 4th March 2018. I had reason to return 2 dresses. I had purchased one in store from the Oasis department, when I’d got it home I found a small hole in it so I planned to return it, the same dress then a few days later on line was reduced by £5 so I thought I’d take advantage as I was returning the damaged one anyway. When I collected the online order I tried it on first before I returned anything, only to find, although the same dress it didn’t fit quite the same the top was a little too tight. Today I went into my local store Solihull. To explain and see if there was still one in store. The contempt I was dealt with by 2 very young, obviously inexperienced girls was quite frankly awful. You can change it I was told but we’ll refund the online on exchange the one you bought in store. No I said it’s not my fault and as I bought the online slightly reduced I want to keep my discount, you can’t do that I was told you must keep the full price one. Again I challenged as I said if I had returned the faulty one first, and then bought online and needed to exchange there wouldn’t have been a problem. I was just being honest and telling the whole story. The huffing and look on their faces was quite frankly disgusting and not the service I’ve come to expect from HOF. I sincerely hope this was a one off and these members of staff get to go on some form of customer service training as I certainly would never employ them to work with customers. They in the end did do the transaction as I had requested, so it obviously was ok they were just being difficult, which is not what I want from my shopping experience.