Everything. We agreed a delivery date for a delivery of three appliances, with a single delivery charge, that worked for me and gave them 3 days to arrange despite their initial offer of next day. Dispatch was confirmed by email for delivery on the correct date but late on the day before delivery Hotpoint rang to say it would be 3 days later when I would not be available. This was a tall fridge freezer that wouldn't easily fit in my van so this was what I was paying the delivery charge for. After ages on their premium rate customer disservice line I was left with no option but to cancel the FF order, or accept a smaller model from a an inferior brand. But they wouldn't cancel the delivery charge despite the non delivery. After much trying to get to speak to someone of some authority and failing I again had little choice but to cancel the whole order despite needing the appliances. Refund promised but in 5 days so no appliances and all the funds blocked on the card. It's funny that they can take your payment in seconds but refunds take a working week. No it's not funny. And they have no complaints procedure that they are willing to share with dissatisfied customers. Summary. Dreadful service absolutely zero effort to resolve their cock-ups. Heads you're wrong or tails they're not. Advice. Avoid like the plague as there are plenty of other half decent retailers and even if they were £50 cheaper, which they weren't, the saving is poor pay for the grief, hassle, time and premium rate phone calls you will need to make.