I asked a question via their query form. Good aspect - I had replies within 24 hours. I asked if a 'two pack duvet set' was truly a two pack or because it was reversible it gave two looks but there was actually only one duvet. I explained that I wanted to make curtains out of the duvet because there were no matching curtains available and I was trying to calculate fabric requirements. I expected them to check out if the web description actually matched the product. This was the reply: 'I understand your concern regarding the packaging of the curtains and would like to help you. I have checked the item on our website and can confirm that it is a pack of 2 curtains. I am sorry to inform you that we are unable to send two single duvet cover as its is a pack of bedding set. I can confirm that you can place an order for the item and if the item is not suitable for you then you can return the item for a full refund.' I wrote back saying the reply didn't make sense and that I had asked about duvets set and asked for the link to the curtains they referred to (in case I had somehow missed matching curtains). The next reply came saying yes, they understood my query but just best to order the duvets and get a refund (this contradicts the website that states bedding cannot be returned if opened). I was then referred to the 'wide range of curtains' on the website - none of which match the duvets. My guess is that there is a script used and key words are extracted from the query and inserted into a standard reply which then doesn't make sense. No attempt is made to actually understand or resolve the query. Each reply just encouraged me to buy anyway so just felt like a sales technique. This is a pathetic excuse for customer service. Very frustrating.