I have been a customer for many years and have been really surprised by the service I have just received from their "Happiness Manager" . When purchasing my last biscuits I saw I had unused Pressie Points adding up to £10 . I also saw I was 10 days out of date as you have to use them within six months (there is no reminder when these are just about to run out) . I thought I would chance it and put in my order for a box of biscuits which came to a total of £41-99 . I ticked the box to use the Pressie Points and they were taken making my purchase £31-99 everything went fine until I had trouble with the added security checks on my debit card as I don't use the 'phone and it wouldn't email me a passcode . I couldn't get any further with the payment so I had to start again at which point Biscuiteers charged me the FULL price of £41-99. Had I not checked my statements I would never have noticed this . Having had no problems before I had stupidly deleted my emails once the biscuits had arrived and could not prove that I had been charged £31-99 in the first place . Emailed them and had a "Happiness Manager" (the firm seem to have gone all American also using the phrase "reaching out") reply saying that they would not honour the £10 discount . I went into my orders and finally found the proof that I had ordered at that price and the £10 had been taken off . Went back to the "Happiness Manager" and asked for someone more SENIOR - none was forthcoming . Was this time told as it was a "multi" order and they would not honour this voucher . No other big firm would have behaved in this way , as I could prove that the voucher had been accepted anyone else would have paid out . I have spent a lot of money with the firm but unless this is resolved to my satisfaction I shall not shop there again nor would I recommend them to anyone else