Placed an order for clothing, the items were returned at cost £2.49 using their return label. I received an email on 27/09/2019 stating the refund of £93.98 had been processed and would be seen in 48 hours. I hadn't bothered to check my accounts till this morning (21/10/2019) and found that no refund had been received. I called customer services who said they would investigate and received a call back apologising - the excuse was the refund team "had forgotten to press a buttton". The refund has now been received but this episode strikes of bad management. I wonder if any other refunds had forgotten to press a button and customers haven't checked their accounts?