Damaged item arrived from an online order (torn duvet set). Emailed - no reply. Emailed again - no reply. Called; kept getting cut off. Called head office and they put me through to CS, who told me they can’t aend our replacement products...even though they are a customer service department. I had to send a photo, but I didn’t get a reply so I called again. Spoke to a lady who said she could replace the item, then she said she couldn’t, then she said she’d escalate the complaint...all I wanted was a replacement duvet. Now I have an email saying I’ll get a refund... painful experience.