My experience is common to many on this review site i.e book returned at my own expense as per instructions from Blackwells online and no refund or response to my many emails. There is no 'phone line active, just a recorded message saying that they have closed all telephone communications. I have a strong suspicion that there is something much more fundamental than a dreadful organisational structure with this part of the Blackwell business and would not be surprised if their refusal to refund customers and the interminable delay in fulfilling orders, is a strategy to keep cash in their accounts for as long as possible an attempt to keep the online business solvent. It's probably fine if you are able to shop in a Blackwells store where you can purchase the book of your choice and walk out with it, but I certainly would neither order in store or online. For now, I am out of pocket to the tune of £25, if I'd been robbed of that amount walking down the street I could reasonably expect the Police to be involved and for a criminal prosecution to ensue. Just imagine the amount of money that Blackwells online must have in their accounts from this, clearly common practice.