I placed an order and retuned one item within days. That was on 3 Dec 2009 - and I'm still waiting on a refund! I wrote to them on 30 Dec 2009, to query refund and still haven't received a reply! I've phoned 3 times and initially left a message on their machine as their speel suggests you do but this is garbage as they don't ever phone you back (on average you have to hold for 30mins to get thru' as they only have about 3 people on the phones) and when you eventually do get to talk to someone, they try to fob you off with, 'your item has been returned but we've not had time to process your refund yet' or 'your refund is sitting there so I'll have to contact our finance dept to get them to process it'... I've contacted my local trading standards team to see if they can assist. Absolutely shocking customer service and they don't care as I've told them exactly what my views are and it's water off a duck's back. I will never order from them again. It's unfair that you have to pay upfront when you order items then if you have to return anything, you have to wait and wait and wait. I wonder if I will ever get my money back.
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