My experience echoes those of others who have rated this company as appalling in respect of customer service. I returned an item I bought on-line, to a local store and was told my money would be refunded to me later that week by the on-line team. Two weeks later I have not received a refund and customer services are arguing that they cannot authorise payment until the item has been located in their warehouse even though I have proof of return which they have seen and accept as authentic. If they cannot locate the goods, I do not know how this matter will be resolved but I am £100 down and they have the item I returned. I would advise giving this company a very, very wide berth.