I have been using this company for over a year now and have made 1 complaint, which was resolved very quickly and satisfactorily. Returns are collected by the courier within 1 working day and I'm given a Hermes card on which I write down the items returned - for my records. Refunds are prompt. Our courier is wonderful - even phoning me if she is going to be later than the time stated in the email received the morning of delivery.... The one time a parcel was delivered in a ripped bag, I took photos and contacted JD Williams before opening it. They advised me to send the photos to them and they referred the issue to the deliverer (not the usual Hermes courier!). I would definitely recommend them to others.