I waited about a week for my torch which is quite reasonable. When it arrived the alarm bells rang when bits of plastic fell out when I opened the box. The torch screen was smashed as was the inside of the torch. I got in touch with etwist and was told to return the torch (freepost thankfully) and then I would get a replacement or be refunded. As I needed the torch quite urgently and did not want to wait to get a new one sent until the damaged one had been received, I decided to shop elsewhere. I was corresponding with etwist via the online help service and found the customer service lacking, when I suggested better packaging or marking the parcel as fragile I was ignored and the person at the other end never said he/she was leaving the conversation, just stopped speaking to me which was pretty rude. Although I did receive an apology for the damaged goods, I feel it was half-hearted and that I should have been offered an immediate replacement rather than have to wait. I also have not yet received my refund and the torch was sent back over a week ago.
I ordered a Road Play rug for my little boy and it arrived very quickly, it hasn't been used yet as it's a Christmas present but it looks as expected from the website. Living on an offshore island, I am used to deliveries taking longer so was very pleased with the quick delivery. It is also great to find a company that offers Free Delivery and means it - often we are discriminated against and hit with ridiculous delivery charges when we go to the checkout which is infuriating. Happily, The Rug House did not charge delivery so I will be recommending it to friends.
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