I've been using this site for a while, but just before Christmas had a total nightmare with them, and I'm still waiting for a refund on items ordered on 19 December that they sent me completely wrong (it's now 21 January). I ordered a jumper and a gilet and got two red dresses, even though the packing slip detailed the items I had actually ordered. They wouldn't post the correct items until they'd received the wrong items back, even though it was totally their fault, and then the returned postage labels they sent kept going missing. I eventually did receive a label and returned the items, but still haven't had a refund. Because I wanted the items I had originally ordered, and items go out of stock very quickly, I had to re-order them, so basically paid twice, then paid extra for next day delivery, which again didn't happen. I eventually received a refund for delivering on the wrong day, and I suppose one day I may actually receive a full refund for my original order. Very, very disappointing, and the person I spoke to on the phone really didn't care. After telling friends about my problem I was informed that you can cancel your order and they have to refund you including postage but are not allowed to insist you send the goods back first - details here: http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf. But even though I repeatedly told them this they completely ignored me. Very, very bad customer service.
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