I ordered three dresses, one of which never showed up, although the money was taken out of my account. When I flagged this, the customer service team advised they needed to liaise with their supplier. Two weeks of chasing, lead them to ask me to fill in a missing parcel disclaimer, which I did. They advised they would endeavour to resolve this within 7 working days. After I complained of the ridiculous process and length of time it had taken I threatened to report to trading standards. Magically, my refund arrived pretty soon after. The ladies I dealt with were perfectly pleasant, but the system they enforce, where the suppliers have to investigate missing parcels before the customer receives a refund is crazy. With people who make the same claim over and over again I would understand, but from reading the comments on here, it looks like many people are in the same boat.