Profit before customers. Do the policy makers read these reviews? So Mike Ashley intends to transform House of Fraser (HoF) into "the Harrods of the high street", or so he says!! Well he needs to start with customer service. Trustpilot says 84% terrible and mostly because of the appalling returns policy they now have under the stewardship of Mr Ashley. Others have said how this now works, so I don’t need to repeat the system of paying postage both ways and if you take goods to the store you don’t get your money back, you get a credit note to spend only in store. DO NOT ORDER ONLINE !!! Unless you really know you want the goods and they will fit you. Having visited the Sheffield store it was nothing like the HoF I once knew. More like a jumble sale than a quality store. Gone has the large household department replaced by tatty sales stuff. The men’s department was full of high-end clothing at high end prices or cheap clothing that went out of date 10 years ago. The whole feel of the store was a closing down sale. I took my online purchases back and ended up spending more money than I wanted too on things I didn't really need. It was that or sending the items back by post and paying for special delivery with insurance to make sure that the items got back safely. Well if this is the future of HoF it will go like others have done - down the pan. If it is going to survive it needs to think online and customer service. Especially it’s returns policy. I for one will never use the service again. I advise others to do the same. Profit before customer service will always see a company get bad reviews. HoF certainly are getting bad reviews so just perhaps they will listen to their ex-customers. Bed reviews are feedback to the company, but HoF have not answered a single review, perhaps they don't read them or don't care about customer feedback. Good bye HoF.