Awful. Charged £150 twice for the upfront cost for a new contract which had to be changed because the first phone was out of stock. No response to email sent requesting refund especially as refund was supposed to be automatically refunded per their policy within 14 days (has been more than 20 days). Instead a credit was applied to the account (which is standalone and therefore cannot be deducted from phone bills) and had to call to chase for refund. Then was told could not put the amount back on the original (Amex) card and needed a different card. Ridiculous given it should be refunded to the same card it was deducted from! Asked to speak to manager but told manager was in a meeting. Horrid service this is not the first time I have encountered sub standard service. Avoid if possible, they are on the decline.