Use of the website and prices was very competitive. When I received the product, in this case a pair of trainers. They had a scuff on the front of them. I contacted the local Flannels store who couldn't help but provided an email address for Customer Care. I emailed the said email address, I got a response 48 hours later - I feel that this is not acceptable from a high end Retail brand. I asked for either a replacement or discount on the product. I was advised that there was no stock so I could have a full refund. I spoke with the agent and asked if they'd read my email as I'd asked for discount as I didn't want a collection and refund. The agent was not able to offer me a discount but had to refer it to a management team, clearly they have no autonomy to resolve problems. I waited a further 48 hours before being offered a £3 discount off the product. The refund was processed as promise within 24 hours which was good. All in a all, good brands with good prices but the aftersales service is lacking somewhat.