Let down by City Link couriers (again). City Link failed to deliver my order as I was not available (I did not know in advance what day the order was due to arrive and so couldn't ensure I was in). The written delivery reference was almost illegible and, it turned out, two of the digits were transposed. This meant I couldn't use the web site or automated phone service to resolve. Eventually got through to someone at City Link who could track down the correct delivery reference. Tried to arrange re-delivery to another address for the next day but City Link needed authorisation for this from Power Tools Direct. Tried to contact Power Tools Direct but only got a recorded message that there was some work being undertaken there that meant that the phones couldn't be answered. Followed instructions to e-mail details of the issue. Didn't get a response until after City Link had attempted re-delivery as it couldn't be changed - I wasn't in again (as I knew beforehand). Contacted Power Tools Direct to arrange cancellation of the order as it was required for the Bank Holiday and they couldn't deliver it until middle of the folllowing week - too late for my needs. Power Tools Direct suggested I drive to pick up the parcel as otherwise it would cost them £16 for return to sender. It would have cost me around the same in fuel (never mind the time and inconvenience) to pick it up when I no longer need it and the item cost much less than that anyway. Needless to say, I didn't do that. I am still awaiting a refund. They have told me that they will refund me when they receive the item back. I don't know if or when this will happen.