I ordered a Samsung Galaxy SII. The next day, refurb-phone phoned me, but I missed the call. They didn't leave a message or contact me by email, and since I didn't recognise the number I didn't think anything of it (thought it was a spam call).
After I didn't hear anything for 3 days I looked up the number and realised they'd try to contact me.
I called them - they picked up straight away (no annoying call queuing) and I had a brief but pleasant conversation. The Samsung galaxy SII was out of stock in black but available to ship that day in white. I don't care about the colour, so that was fine. I was kept on hold for about 10 seconds while the advisor checked the status.
They then dispatched the phone to the billing address rather than the shipping address, which delayed things by one more day.
The phone is in good condition (will look new once I've cleaned some much off the screen) and well packaged (boxed in a generic box, phone protected by bubble wrap, charger kept safely away from phone screen, all in a correctly sized jiffy bag). It's unlocked as specified (no problem putting my existing O2 SIM in) and loaded with all the usual default software.
So I'll echo what someone said about their order fulfillment system -- they do not necessarily have the stock shown on their website. I could have had my phone 4 days sooner if they'd left me a message or sent an email, and dispatched to the right address.
They also didn't send me any notification of shipment when they shipped the order. This would have been helpful.
Overall I'd say I'm happy, because the phone is good, but I don't think I'd use them again. I think I could have paid the same amount somewhere else and not had the small amount of hassle that I had. If I'd read the reviews more closely and seen that some of the 5* reviewers actually received damaged phones, no way would I have used them.
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