Placed an order with them for a wasps nest in my loft – after which someone then told me to contact the council as they would probably be cheaper, I checked this and found the council were ALOT cheaper!! So I called back (same day (within 3 hours) as the order was placed) and was told that the service was non refundable… the girl on the phone said she told me (she most certainly did not). I was then told if I wanted a refund I would need to email the office.. which I did, it took them 10 days to respond to this, then to be asked for my payment details (again) which were provided… to which I was told that the refund would be processed shortly. After chasing, chasing, chasing, I was sent a copy of the refund slip – this was dated 10 days after I was told the refund would be processed shortly. Every time I had to contact them to chase, no one rang me back, any communication was instigated by myself. The customer services/complaints manager says : Also as advised, please note that although we endeavour to provide refunds as quickly as possible however, this can take up to 30 days as per UK Consumer law. I also copied the managing director in on the later emails and never received any sort of acknowledgement or reply of any kind (put delivery and read receipts on it – so I know it was received..) Eventually got the refund 3 weeks after the “shortly” comment from JG.