I ordered a bed frame online on the 1st may 2019 and it was to be delivered on the 8th may, on the day it was to be delivered we got tracking of the goods and was given a two hour time slot of when it would arrive, we received a phone call from the driver to say he would be half a hour , then he phoned again to say he would be five minutes,(All good) probably making sure we would be in the house for him arriving. When he arrived he brought two big boxes into my house then said he was missing a box and had forgot to load it on his van earlier. What got me angry at this point is that he knew he was missing the box all along but still tried to deliver goods that would not go together, I did say that if he mentioned that the box was missing when he phoned I would have told him there was no point delivering saving him time off his day. My wife decided to cancel the order and get a bed elsewhere as it would take too long to get a replacement, therefore she phoned the Glasgow office and went through the process of refund etc, after a couple of hours she noticed that she had nothing to confirm that the order had been canceled or anything to confirm the refund, we phoned the Glasgow branch again and got talking to a sales assistant, he told us that a refund will take 5-7 days to go into our account, I did point out it doesnt take 5-7 days to transfer money from one account to another but according to him it does. I asked to speak to the person above him but he wasnt available at the moment, therefore I asked to speak with the financial director or accounts , to which he replied they didnt have those people within the company? Also there is directors of the company but they dont speak with customers, the only people customers can talk to is sales assistants or his manager. Therefore if a company can take your money but when things go wrong, which is not the fault of the customer and refunds take way longer than they should the highest person you can talk to about it is a sales assistant and all the bosses hide and wont take phone calls.