Their new rules lost me £350! I was trying to return my order in store immediately after picking it up and I was refused a refund due to NEW RULES. House of Fraser almost went out of business and now under new management from JD Sports, unbeknownst to its customers they changed all the rules, but not branding, so they are still masquerading as the old House of Fraser we used to know. But no, it's a lie! The issue that I had experienced was: I returned the entire order by post as they refused to take it in store. House of Fraser provided no post label for returns (new rule!), you had to sort out postage by yourself at the post office and pay for it yourself. After 2 weeks I had not received a refund. I made an enquiry with the Post Office using my receipt. Post office website states “the status will be updated when we attempt delivery” suggesting delivery was not made after two weeks. Therefore I called Royal Mail to investigate. Royal Mail advises me that they can never confirm if a first class item is delivered as, unlike signed for or recorded, it is not signed for. I started writing to House of Fraser asking them to check the warehouse as it’s the only way to know if the package was received. They refused to check the warehouse telling me that the Royal Mail status tells them the package was not delivered, despite my multiple attempts to convey the explanation I received from Royal Mail. They also refused to raise a complaint. HoF instructions say: keep your postage receipt - which is what I did and i provided. However, they refuse to provide me a refund on the basis of my receipt. I am owed a refund, and a compensation- I spent days because the customer centre employees lacked any initiative to help investigate and I had to send 2 emails each time to get just one response, most points in my emails have been completely ignored. There is no number to call, no-one cares. And I lost £350! thats a lot of money.