I have used PS books for some time without any problem, however the last few times I have had great difficulty ordering online as I had to have several attempts after password resets did not work. The last order difficulty resulted in a duplicate order, which I did not realise until I received 2 of everything I had ordered. I phoned your customer service team and was amazed to find that there was to be no refund of postage for the items I was required to return to obtain a refund for the cost of the items. It cost me £6.99 to send the package back. When I asked if it would not have been reasonable to lift a phone and enquire whether the order was correct I was told that the online warehouse could not do that. I was advised if I wished to avoid similar problems in future I should order by phone! In this age of hi-tech where companies such as Amazon provide free return labels I think your company should rethink its attitude towards long-term customers if it intends to retain its customer base. You have lost this customer already.