Absolutely shocking and will never use them again. I should have learned my lesson about the appalling customer service since being taken over as I lost a lot of money on an order I placed online before the takeover - never received the items nor a refund. However, I made the mistake of ordering a few items online in their so called sale and was horrified to receive one damaged item, another that was not the same as item I ordered and another item that was in an appalling condition. I used to love shopping at HOF before the takeover but never will do again and especially as I have now discovered there is no such thing as free returns & you have to incur return postage costs at your own expense - even when they have clearly messed up badly. Absolutely disgraceful and disgusting way to treat customers and they deserve to fail.