I ordered a shower bath screen, which turned out to be out of stock for 10-14 days. Instead of waiting for the item to come in stock or contacting me to discuss the order they independently chose an alternative product and sent that instead. Upon informing them that I had been sent the wrong item their tone of voice was unpleasant, as if they were doing me a favour in sending a different product of their choice and I was being difficult in not accepting it. They have offered a collection and refund, but not the option to get the item I actually want from their website. This is a large and bulky item and dealing with its receipt and return is expensive in terms of my time, and no doubt that of the delivery driver. Had they simply waited for my order to come into stock and dispatched it I would be perfectly happy.
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