If I could I would score 0. Where do I start. Ordered BBQ on 20/04/2021with “named day delivery” for 22/04. Didn’t arrive. Contacted customer service and received information that there was some issue with courier and they contacted them to be delivered urgently. Didn’t hear anything from either Robert Dyas or Tuffnells for next few days so sent email after email to customer service without any response. Went on the website to use that “chat” which is automated bot with fixed options that you can choose from and then after typing tracking number provided showed “good news, you item was shipped” which was a lie. Then after choosing “missed delivery date” automatically sent email to customer service saying that I didn’t get the purchased item and somebody will be in contact with me ASAP. No response again. And again and again and again the same thing - automated responses. Tried to call customer service, turned out I used “wrong phone” (not the same as I entered as a contact)!!!! Tried to send email from different address with tracking number - got response that it’s a “wrong email address” (not the one that I provided when I paid for it)!!!! Contacted them on their instagram profile as well - the same thing: “please contact our customer service blah blah blah”. I couldn’t be authenticated with a different email address like they couldn’t ask me for last digits from my credit card, my address, my name like other companies do? Total waste of time!!!! Anyway, I even contacted Tuffnells to see if they have my package somewhere stuck in the warehouse. To my surprise they didn’t have it anywhere. After that I had enough so I contacted my credit card company (which is my bank) on 27/04 and started a process to get my money back and next day I had email from Robert Dyas (finally, after almost a week trying to contact them without any response) saying that they treat this as lost in transit item asking if I want to order it again or refund? I asked for a refund and still waiting to get my money back. Asked for an update few days later and got response asking me again if I want to reorder or do I want a refund!!!!!!!!!!! WHYYYYYY????? Who works there? Long story short - this was my worst shopping experience ever (still is because I am still waiting for a refund). I regret not reading reviews before making a purchase decision but I thought they are serious company. I was wrong. I can see that here and on other websites many people have similar experience as I had and it’s appalling how they do business and treat their customers. Never again. EDIT 7/5/21 I posted review on trustpilot and I got the response from them telling me to send email to the address that I already sent 2454 times in the last 15 days with no results. I sent it again on 6/5/21.It looks like automated response because everyone else has got the same. BUT WHAT IS THE POINT?????? NOBODY CARES THERE. I will charge you for holding my money £20 every day so you owe me £300 already on top of my refund. THIS IS FRAUD AND YOU ARE A DISGRACE!!!! Another edit 7/5/21: I don’t even know where to start. After telling them 4 times, responding to 4 different emails since 28/04 asking for a refund I get this: “ Thank you for your email. If you would like us to process a refund this will take 3 to 5 working days to show back into your account once we have issued the refund. A replacement order would be placed on a next working day delivery. Please can we kindly ask which option you would like us to processs” You can clearly see that it’s just copy/paste because they spelled “process” with 3 “sss” in the last 2 emails. I don’t think there is any human being working there.