I should have been put off from the beginning by the fact I was asked to pay a surcharge when placing an order as I was using a credit card, but given the fact this was made VERY clear, and I had multiple options (Paypal, also surcharged, and debit card), I decided to go with the CC anyway as it'd give me more protection. The order eventually arrived after a short delay whilst the laptop was built (I did chase, and it somewhat rendered the small extra I paid for a faster delivery pointless), but I quickly found an issue with the delivered item, so I raised an RMA. No big deal, as laptops are very high-tech items, and they can be faulty on arrival. It was duly collected from my workplace, and that was all quite straight forward. However, the RMA department seem completely incapable of organising themselves. The RMA process stipulates it will take 7 working days. I waited 7 working days and heard nothing, so I called to chase. I was assured the engineers would look at it, and that they were very busy (not made clear at any point prior). I insisted I had waited the required amount of time, so I wanted a resolution, especially given how obvious the fault was. I was called back the very same day to be told that yes, there was a fault, and a replacement would be shipped out ASAP. This was a Friday, so the replacement arrived on the Monday following. However, it had not been assembled, and I received a laptop plus random parts. This didn't wholly concern me as I knew I could build it myself (and indeed, it is sold as such often). However, I received a phone call the very same day to be told I had not returned all the items with the laptop. I insisted I had, but was tacitly accused of not having done so. I knew full well I had, and insisted somebody check the workshop immediately and get back to me, but was then told this would take a few days! Quite how it takes so long to go look for some removed RAM and an SSD, I'm not sure. I was quite angry at this point. I received a call all of 30 minutes later to tell me the missing parts had been found. However, by this point I decided I didn't want to continue doing business with this company as I didn't feel I could trust them, so I requested a refund, which was speedily arranged without any issue. I personally would suggest not purchasing from this company, nor it's parent (Box.co.uk) as they don't seem quite capable of providing any sort of decent service in aftersales, as like all too many online retailers they are nothing more than box-shifters, and anything outside of that one-way transaction just causes issue.