My item was unavailable, despite still being on the website. Having waited 7 days for a dispatch notice it took me 2 emails and 4 phone calls to different numbers to reach the right department. But the right person wasn't available and noone else could help me. I waited 3 hours for someone to call me back, then phoned again. Still unavailable. By now I had found out from other retailers that the rug was a discontinued line, so I wanted a redund. "Sorry I can't do that. Sarah deals with all the online orders and she's in a meeting all day." No line manager or supervisors available to deal with my complaint either. Altogether very poor customer service. Can there really be only one person in the whole company who can refund payment on an unavailable item?