Terrible. Ordered a few samples one evening-cost 99p each and free delivery. Somehow and unknowingly 10 sets of mosaic tiles went through the checkout with my order- adding up to around £130 to my sample order. I realised the mistake, and emailed them urgently within 5 minutes to instruct them NOT to send out the order. The next morning I received a reply saying, ‘ we can offer you £15 for delivery and refund the rest? Please advise’. They didn’t act on my instruction and we’re offering a delivery charge of £15 vs the £39 one I had been charged! I asked what would be included in that delivery? (Thinking I had some samples I needed to pay for after all). I said again I do not want or need any mosaic tiles. Do not send me them. They replied and said 10 sets of mosaic tiles. The sample orders get sent out separately and without delivery charge. I said again I ordered them in error and wrote within 5 minutes giving clear instructions to cancel the order right away. 2 days later on the Friday morning I was told nothing could be amended because my order was dispatched. I repeated the same as above. I was told I would have to refer to the returns protocol. Of course I am expected to pay to get these very heavy tiles transported back to obtain a refund. They do not reimburse return costs. So overall they used delaying tactics and incompetent customer service to send out an unwanted order of tiles. Unprofessional and disgusting behaviour. I am alone trying to get my first house purchase to be ok to live in and companies like these just take advantage whenever they can. I was going to refuse the delivery as I did not want it. But they left the order with a neighbour’s tradesman. It sits unopened and unwanted and I am poorer for it.