Ordered a washer dryer online last week. Chose to have delivered and the old machine removed (both services were paid for) The day before the delivery I receive an email informing me that the washer dryer will be delivered to the ground floor only (I live on the first floor) - as it is a health and safety issue. When I placed the order (and I checked again) it did not state that delivery is to ground floor only. I called up to confirm that the delivery will be to the ground floor only and that this was unacceptable - only to be told that if I wish to cancel the transaction there would be A £20.00 as it has already been loaded. I have lived at my current address for 26 years - had 3 (if not more washing machines), a couple of fridge/freezers, some dish washers - and not once did they only deliver them to the ground floor. Customer service is a disservice - did not try to resolve the issue. Happy to take the money, but not happy to deliver. RIP OFF