Here is a copy of the email I sent to HoF this morning, only to have all of my pertinent comments ignored by what looks like a semi automated response - Dear Customer Service, I orde​red this bag and upon delivery I found it was damaged so I am returning it to you. When you receive this bag back you will find that there are three indentations at the top of the bag and this bag should never have been despatched in this condition. I am therefore very disappointed as this bag was intended as a Christmas gift selected by our daughter and we cannot see any more stock on your website. We took it to your HoF Metrocentre, Gateshead store yesterday in the hope we could exchange it for the same bag but again they had no more stock. We asked for a refund but they would not give us one ! Why not ? it is going to be returned to your warehouse one way or another. I am even more disappointed when I read on your Returns Advice " Postal charges of exchanges and returns are at the cost of the customer ....". So let us examine this for what has happened - We order the goods in good faith, expect a damage free bag and pay £4.99 delivery. We now have to pay return postage of probably around £3.10 (Royal Mail 2nd class) to return the bag to you due to HoF having insufficient quality control procedures to check bags prior to despatch. HoF store refuse to accept it back forcing us into paying delivery charges again. I am hopeful that you will see that this is not acceptable customer service and refund me £44.99 plus £8.09 postage we have incurred. (note - I mistakenly posted £48.99 earlier) I look forward to you agreeing to my comments. Yours sincerely Brian Waugh I think my comments are self explanatory and fair so I would ask "why do you have a customer service dept when your service to date has been absolutely terrible and all HoF seem to do is send automated messages which do not answer your obvious customer service shortcomings. The heading for this questionnaire request is "Your opinion matters to HoF " I would question whether it does. The very least you can do to my mind is either refund me, credit me or send a gift voucher for £8.09 as it wasn't my fault you sent me a damaged goods.