Terrible communication and a system that doesn't seem to work!
I purchased an item which was "lost" in transit (apparently by TNT although the alleged tracking number was not a valid TNT number) and although this was a bit of an irritation it was not really a big deal and after a phone call and email I received confirmation that a replacement was being sent out. 4 days later the replacement item hadn't arrived so I sent an email to ask for a tracking number, to which I received no response. At the end of the day I telephoned only to find that the item was now "out of stock" and had not been sent out at all. After a conversation with the polite but totally unconcerned lady who answered the phone I spoke to the sales manager who eventually understood that a parcel being lost is not the end of the world but not bothering to tell me that they couldn't fulfil the order is pretty damning of their attitude to customer service. How long would they have held on to my money before letting me know that they were not in a position to send it out? A couple of the comments made during the phone call make me wonder whether the product had been out of stock all along and the whole delay was in the hope that they would get further stock to fill the order? The refund was issued quickly (a good point I guess) but their offer of some vouchers to spend in their store was laughable! One place I will never be shopping at again