Was due £10.92 from online delivery as substituted champagne glasses were not wanted. Complaint began on 31st May 2015. Called on 3 separate occasions to be told I had to take the glasses (which I had never ordered, spending my petrol and my time) back to the store before I could get my refund. The rude CS person told me I should have checked the glasses before the driver left. Considering I was never advised by the driver there were substitutions in my delivery made that arrangement quite impossible unless I had been psychic!! Finally told complaint would be escalated to Burgh Heath Manager and to await a call. Its now 22 June 2015 ...still waiting .........................