Customer Service is diabolical!! They don't seem to believe in responding to emails or phone calls from their customer. At one point when I phoned I asked for the name of the Managing Director to which the response was "I don't know"!! How can you not know who you are working for?? The only way I got them to respond was by opening a case through resolver.co.uk (who are associated with Moneysavingexpert.com). As soon as I opened the case and the complaint was sent to BSO they responded within 20 minutes and arranged collection of the item I did not want. They also refunded the cost of the item but DID NOT refund the delivery charge - which according to Which Consumer Rights they should also do. I took a screenshot of the relevant part on the Which page and sent that through to them and by the next day they had refunded that as well. All in all they are a rubbish company with no customer skills whatsoever and I would NEVER recommend them to anyone..