I ordered an expensive rug that, according to the product information on the website, would be delivered in 3-5 days. First, the 15% new customer discount offered didn't go through at checkout and I was charged full price. After contacting customer service and getting placeholder messages to apologise for the delay in responding due to 'busy period after Christmas and New Years', I did receive a refund of the discounted portion of the charge. And then nothing. After about 2 weeks I emailed customer service to find out when my parcel would be delivered. They sent me a tracking link for the French DPD site, which just said 'parcel being routed' over and over each day, with no attempted delivery or other information. I tried to track the parcel on the DPD UK site but 'no results found'. 3 weeks and many emails to customer service later (having to wait several days to get a response to each one), the tracking information is now showing the item as having been delivered this afternoon...except it HASN'T BEEN DELIVERED. Not to me, anyway. The delivery address I provided was correct and I've been home all day, and no notice has been posted through my letterbox, so who knows where my item has ended up. I've asked to cancel my order and let's hope Fy eventually come through with a refund. Needless to say I won't be shopping here again. What a frustrating experience.