Initially this was going to be a Poor rating. We ordered well before 7pm and wanted the item the next day, so paid extra for that service. We waited in all day and it never arrived, we sent an email and we had an automated response saying 2 - 3 days for a reply. The following day, on checking the tracking we saw the item was never with the courier on time. So we found the customer service phone number and called. We were advised it would be delivered that day and when I mentioned the addl payment for next day delivery, I was told that this had already been refunded 2 hours prior, but I had not and still have not received any confirmation of this in an email. As I said it was to be a Poor rating but I changed to normal as a result of the way in which customer services handled my call and the fact (hopefully) that the next day delivery charge has been refunded.