House Of Fraser review: House of thieves

House of Thieves should I say? Avoid shopping online with House of Fraser / Frasers Group. I returned an order exactly as instructed using their official returns portal and deposited the parcel into a designated InPost locker.House of Fraser is now refusing to issue my refund, claiming items were "missing" from the package. When I formally requested proof of the package's condition upon arrival, customer service claimed they have warehouse CCTV footage but explicitly refused to share it with me, hiding behind data protection policies. Instead, they told me to "contact my payment provider."Under the UK Consumer Rights Act, once a parcel is accepted into the retailer's chosen courier network, the transit risk lies entirely with them. If items went missing or were stolen in transit, that is a matter between Frasers and InPost—not the customer.They have closed my internal investigation without resolving it. Completely untrustworthy and unhelpful customer service. Avoid at all costs.