First ever review I’ve written which is a shame. The item arrived damaged and when I told the company about this, they offered a £5 discount, which is ridiculous for an £140 product. After I denied this they did offer a replacement to be sent which I agreed to and thanked them for, however that also arrived even more damaged than the first product, the candle was literally a box of glass when it arrived to me. I sent them pictures and asked for a refund to which they replied and said no to a refund but they’d send a replacement, when I checked the tracking of the replacement, I realised they’d sent me the wrong order, so I contacted them and told them and they told me to deny delivery at my door for a refund. After I did this I had to email once again and they said I’d be refunded within 3-5 days. On the 5th day I asked where the refund was and they told me they’d changed their minds and denied it, and it’s my fault I was unaware of this because I didn’t check back in with them. I understand working in retail and try to be compassionate but I have never in my life received such unprofessional and unhelpful customer service. I also told them this was a Christmas present and they couldn’t care less, even though it was ordered end of November. I gave my email multiple times for ONE person to contact and help me instead of a bunch of automated messages from a bunch of different people and they couldn’t even respect that, I’m now down £140, no gift and no refund, and I know if I get a reply to this review it will once again be another automated message from another different member of staff, so so disappointing and unfair on their customers, especially when people are already struggling.