Ordered a radiator from their website, I wanted quite a specific design of vertical radiator. Paid £35 for next day delivery as needed it fast for plumber booked in. Waited in for delivery next day, as it said it was arriving next day, checked the delivery late afternoon and it had moved to 2 days time, no notification. When it arrived it was on a 7ft high pallet, wrapped in plastic, driver not interested in removing any of that for me to check, I couldn't move it and it wouldn't fit through the garage as too high, as it was raining so he left it under the porch by my front door, it stayed there all day until my husband got home that evening. Unwrapped it, looked nothing like what I had seen on the website and ordered, tried to initiate a return online and it states that I am responsible for returning items not wanted!!! So we called them, they said they use images for illustration purposes - what a load of rubbish! Told them it was awful and wanted to return it, so they were going to charge me another £30.00 for this!! I found it so stressful, I handed it over to my husband to deal with. He rang them, they promised to refund for the radiator and the delivery charge if we paid the £30 to send it back and they would arrange a courier their end. Checked the bank and they only refunded for the item, so he rang them back and kicked off and they returned both delivery fees. Now, I wasn't going to leave a bad review because after all the hassle and inconvenience we did get all our money back in the end, after fighting for it. However...just received our mobile phone bill and does anyone realise that their main customer telephone number is an 087 no????? No, we didn't either. 5 phone calls to them and 67.85 minutes later, we have a lovely bill of £42.02 JUST for calling them. Absolute rip off merchants and I will not touch them, or any companies under Buy It Direct ever again!