ordered a range of boxed Christmas chocolates from Thorntons on 15th December with the assurance of maximum 5 day delivery. They were to be delivered to a relative for distribution before Christmas. I was told by my relative that the chocolates had not been delivered on the 29th of December, so I called them. They knew immediately when I gave the order number that the large parcel had been "lost". Of course I asked them to put the money back into my account and was told after being on hold for 6 minutes that this would take a few work days to achieve. I wonder if I hadn't called them would they have repaid the money. Doubt it. Beware