House of Fraser customer service policy = ‘THE CUSTOMER IS ALWAYS WRONG”. My wife bought me an expensive toilet bag for my birthday via the HoF website. Just before my birthday a random Farah t-shirt turned up. So random no connection was made with the bag and we assumed it was a gift from a friend. When we eventually made the connection a few weeks later (having opened and binned the packaging) we called HoF who conducted a ‘warehouse investigation’ and emailed (rather than called us back) to tell us that we had definitely been sent the toilet bag therefore we would receive no refund. They posted back the t-shirt we had returned and hadn't ordered. Take the customer’s word for it? No chance. My wife has since spoken to you three times to try and explain what happened. You believed your warehouse rather than us and as a result you have effectively stolen £155 from us and left us with a worthless t-shirt we couldn’t give away. The inference from you is that we are trying to steal from you. Warehouses / distribution centres never make mistakes do they? Yeah right. Try putting your customers first for a change. This is appalling customer service. DO NOT BUY FROM THIS COMPANY. We won’t ever again. John Lewis would never behave in this manner towards their customers, which is why John Lewis is a thriving business and this one isn't.