I placed an order on 8th April with the email confirmation saying it would be shipped within 7-10 working days. On 4th May, having heard nothing (and received nothing) I emailed asking for a delivery update. I received an automated response saying that I should allow 21 days from the date of order. Obviously that time had already long passed. Nobody bothered to personally reply to my email at all. (Despite the website saying they aim to respond within 24 hours) On 12th May I tried to call and spent more than 50 minutes on hold trying to speak to them over two phone calls. (25 minutes of that were whilst I was being told my waiting time would be '15 seconds') Having managed to speak to nobody I then emailed on 12th May, asking for some of the items to be cancelled as it was now so late, and once again asking for a delivery update. Once again I just received an automated response - but nobody bothered to actually address my questions On 14th May I phoned again and spent 18 mins on the phone, actually managing to speak to someone that time, who could cancel the items I wanted and somehow seemed to get my order processed in the system so I received an email the same day telling me the remaining items had been dispatched. You would think this was bad enough - ridiculous delays, no replies to my emails, a faulty phone system with misleading messages, but I have now received my phone bill where I have been charged £34.78 + VAT for the phone calls to them!! (Phone calls I wouldn't have needed to make if they had delivered as promised or bothered to reply to my emails.)