This commercial exercise is in break of the aforementioned act. After 9 days, they haven't still bothered to issue a refund for their missed delivery dated the 3rd October 2020. On the day of the inceident, I submitted Order Number 19606651 at 06:26 PM. After 43 minutes, the driver messaged me to told me he was downstairs, I replied immediately and was at the entrance in less than 1 minute. Nobody was down there. I then received another message 3 minutes after the first message, saying he had taken his other deliveries and he would be with me in 15. I was there 5 minutes before the alleged time of arrival. Exactly 1 minute before the scheduler arrival time, after 4 minutes I had been waiting for the second time, I got a message from the driver saying he was outside. Guess what? He wasn't and he never arrived. I replied to him telling him I didn't see him. The driver would send me no further messages or even try to call me. After waiting some more minutes, at 08:08 PM I called the shop. I told them about the problem and was accused of not answering the phone, when all evidence was the opposite. He got in touch with the driver and said he would've been with me within 15-20 minutes. I waited for the driver but they never came. I called again the shop at 09:30 PM. They said that, if I waited 15-20 minutes, they'll make sure the driver would come. I waited 40 minutes but nobody ever came. I filed a complaint the same day. Two days after I filed another one. Nobody replied to the complaints, no delivery and no refunds came. Now it's been 9 days and I decided to escalate this by informing Trading Standards, detaling my experience through reviews and legally pursuing this through the Small Claims Court. Let this be a warning for companies to respect consumer rights and for customer to know they have rights and they are entitled to take a stand.