Your customer service could be hugely improved by some proactiveness in the area of refunds /returns at least. Once a customer has provided you with the requested information, is your customer supposed to have received an acknowledgment that all is in hand and a time frame in which you hope to progress? I wasn’t sure that my email had been received, and when I rang up two days later, it still hadn’t progressed When you contacted the third party to arrange a collection of a faulty item, you later advised that they hadn’t actually received your comms so if I had not called you 2 days later, you would have not actioned and I’d be sitting even longer with a faulty item and pending my refund. Your customer services team were not working on the bank holiday - this is misaligned with your third parties where they are able to deliver items and answer their customers but are unable to progress as returns /refunds are not dealt via them. This means additional calls to be made from the customer who first needs to check with the manufacturer if a replacement part is available and waste further time on a different day to call yourselves and wait in a phone queue to repeat everything .. Reassurance about a full refund would have been appreciated after Robert Dyas received the details on the faulty item /collection request. And a partial refund pre collection would be appreciated especially when Robert Dyas are making the customer wait more than 2 weeks for the collection and longer for the refund which is only processed after the collection which makes it at least 3 weeks - that’s a long time to wait for a lump sum that a customer needs/wants to spend elsewhere ..