I recently ordered two biscuit collections (Gardener and Best in Show) as thank you gifts - both were joyfully received and one recipient went to so far as to film herself opening the tin so that I would know how much she loved the gift. So far so good, but I then went on to order my daughter some surprise 'going back to school and into 6th form biscuits' which it turns out Biscuiteers are unable to fulfil. I was told late in the day the day before but the alternatives were completely inappropriate. I was offered a credit and had to ask for a refund and for my loyalty points to go back on my account. I feel hugely disappointed in the customer service on this occasion. Clearly, when it goes wrong making sure the customer is still left feeling 'okay' is not important..... :-(