1. A huge delay with my parcel arriving from the UK to Australia - 15/20 days turned into almost 3 months. 2. At first the staff seemed to be unhelpful and were not very interested or too busy to follow up with my concerns to locate my parcel and help me get back into my Blackwells account as the forgotten password process wouldn't work for me. Almost at the three months mark, I panicked after reading some pretty bad reviews on several review websites.... so out of desperation I contacted Blackwell's again via their website, and demanded that someone find out where my parcel was or help with me getting back into my account - I then also phoned Blackwell (Midnight Aus time) and ended up speaking with the lovely kind Val from the Canterbury store, who raised an email for assistance immediately to her colleagues (so grateful). Very quickly after I was contacted by the wonderful Charlie who did everything he could to locate my parcel and help me get into my account... after not being able to find answers he so kindly arranged a refund no questions asked. 3-4 days after the refund, my parcel arrived!! Charlie once again arranged a money request so I could easily pay for my books. Because of Val and Charlie I have changed my opinion of Blackwells and are so very thankful that these two employees were so helpful and nothing was a problem. I probably should have listed to my mother's advice - "just wait, it will turn up" before panicking! So I sincerely thank you Val and Charlie.... you deserve to be recognised for your outstanding customer service in the Blackwells company!!