I had a really bad experience, went to collect my rug from the local shop that was my collection point. Could touch the rug, however was not allowed to take it as the collection PIN I was given did not work, 3 attempts and I was told it would be automatically sent back and there was nothing I could do about it. Then had to make lots of phone calls, with useless, unhelpful advice, I was told to tell the shop to ring the parcel company, I was told to go back to the shop, call JD Williams again and then hold on the line while they spoke to the parcel company for me, to then pass on to the shop keeper. When I rang back as told to they would not do this. Instead they said they would reset the PIN, but they just resent the same one. I spent the majority of my evening trying to sort this as I was told something different by every person I spoke to. Someone finally admitted there had been problems for a couple of weeks with collection pins. The only way to get the rug would be to order again to my house apparently. I had had enough by then and said I just wanted a refund, I was told this would happen automatically when the rug is returned, including my unlimited delivery I paid for and have not used. I have not received the delivery refund. The reason I actually felt compelled to share my experience in the end was when I saw my phone bill- £10 for the calls I made to customer services- absolute thiefs! And to think they wanted me to stay on the phone at my own expense to the delivery company as well- dread to think what this might have added on! Avoid like the plague!