There aren't enough superlatives to describe how awful this company is.
After placing an order online my package was over a week late, so I contacted the Ann Summers. Apparently the package had never been dispatched. The company gave no apology but said they would dispatch it asap (over 3 weeks after the order date at this stage). Again, the package was delayed. It appeared they had sent my order to the wrong address! So, I was again left without my order. The company offered to compensate me with gift vouchers. I told them I had no intention of ordering with them ever again considering the service was so bad, so gift vouchers would be useless to me. I had been waiting over a month at this stage. I demanded a full refund and they agreed.
I waited another month, allowing plenty of time for the refund to clear through my bank. But it never arrived so I contacted the company again!!! They asked for bank statements to prove that I hadn't received the refund, as their own records said that it had been processed 3 weeks previously. I am now waiting for the refund, assuming it ever comes. This nightmare has been ongoing for almost 3 months. DO NOT USE ANN SUMMERS' SERVICES! Frankly I am shocked that they are still in business considering their service is so incredibly bad. The staff's apologies were feeble at best. The whole experience was just abysmal. I have never encountered a company as awful as Ann Summers. Don't waste your time or money!
Update: 24/01/2014 Hi Tom, After several months of emailing to complain, the issue has still not been fully resolved. I am still waiting to be refunded for the extra postage costs incurred by all the errors Ann Summers made. Ann Summers seem to be ignoring my emails. About 2 months ago one of their reps accidentally sent me a blank email. I naively thought they might be trying to contact me about the refund but once I responded they continued to ignore me. The refund for packaging is not a large amount but I am so furious with this company and I refuse to let them hang on to any of my money due to their incompetency. At this stage I have no idea what to do. Their customer services team will not do it's job. I tried to find details for someone higher up but to no avail. I hope you have better luck with your problem. Ann Summers is THE WORST!