I ordered a bread maker and when I went to pick it up - the boxed looked like it's been dropped at least couple of times. I did say that this is not what I was expecting and the answer was "well I'm sure the item is ok, it's just the box that's damaged " ... this was for a present and I couldn't take it in the state that it was. I asked for a replacement but they told me it's not possible and I should take the item and return it, which I refused and they offered me a refund and asked me to order the item again but when I went to their website the item was £30 more than what I originally paid. I called them and I've been told that there is nothing they can do unless I want a different item or they can give me a £15 voucher.. better than nothing but I still have to pay an extra £15 because the original item was not looked after. A minute later got an email to say they sorry that I had a problem and as a goodwill gesture they'll credit me with £10- they mentioned £15 over the phone. Don't feel like I received a good service .