Bought a carpet for a tent and was sent a childs slide along bike instead (so likely some poor disappointed child out there, still waiting for their bike!). Arranged with them to collect it and deliver the item I actually paid for. Later informed that they are not going to collect, I have to print out a label and post the item back, recorded delivery of course, in order to get a refund, and the item I originally bought is now out of stock. Got the usual 'we are very sorry' email, but they are not. They put all the aggravation on me for THEIR error in order to get my money back. Companies are judged on your experience when interacting with them, and the real test is how they treat you after they have your money, and they are correcting a mistake they have made. If there was a zero score I would give it.