On Monday 12 November I ordered a washing machine from Appliances Direct to be delivered to a property next day. There is a minimum £15 delivery charge and a £25 charge for next day delivery but this only appears on the website at the checkout, which is underhand. However the cost of the machine was reasonable and someone was able to be at the delivery address the next day so I went ahead. In addition I paid £40 for disconnection of the old machine and its removal, plus set up of the new machine. All these extras (totalling £65) came through as clearly ordered and paid for on my invoice. However when the machine was delivered, the couriers said there was 'no record in their system' of the payment for connection of the new machine, or removal of the old one, and refused to do either. When trying to sort this out, I had to hang on the phone for 25 minutes before getting an answer, and then I was told they couldn't come back to fit the machine - even though it was only 11am so there was plenty of time left in the day - but we would be better off organising local fitting and removal. I consider it poor not to have records of what has been ordered, but REALLY poor not to make good the situation where the seller has admitted responsibility. For such a big organisation not to be able to offer a better solution is unprofessional. The result is we will have to take another day off work AND organise the work for a second time. To add insult to injury, I was promised a refund of £65, and have only been given £55. I am unimpressed.