Had a bit of a fiasco with a planter we ordered from Charlies. It arrived with several damaged pieces, so we got in touch with Charlies to ask them for a replacement. Rather than sending a replacement they preferred to get in touch with the manufacturer and request replacement parts to be sent out. We figured this would take longer, but agreed to wait for a week to receive the parts. A week passed and no parts arrived. We called Charlies again to ask for a refund and collection of the damaged planter, and were told no refund could be issued until the item had been collected, but that they would have to ask the supplier to collect and would not collect themselves. Given the lack of response from the supplier, we were not happy with this as we figured it would take too long - we just wanted our money back so we could buy a planter elsewhere. We pushed for Charlies to pick it up themselves and they eventually agreed. On the day they were due to pick it up and issue the refund, inexplicably, a driver arrived with some (but not all) of the replacement parts we needed and refused to take the damaged planter away. More phonecalls ensued and we finally got Charlies to agree to collect both the original damaged item and the additional parts. When the DPD driver arrived, he refused to take the packaging (large sheets of plastic and card which won't fit in our bins) and would only take the planter parts. Instead of taking responsibility for any of this, Charlie's have refused to have the packaging collected and are blaming DPD and the supplier for all of the issues. Terrible customer care - we have spent ages trying to sort this out and now have a pile of rubbish on the front of our property that we will have to take to the tip. They have since replied to our Trustpilot review and their version of event is inaccurate both in terms of what was communicated to us and when, and how long it took them to 'resolve' the issue. They also say the reason the packaging was not collected is because of the state it was in - we've had it for three weeks and it's an outdoor item - not sure what we were expected to do about the rain and the fact we'd had to open the package to get to the item. It wouldn't have fitted in our house. Shockingly unprofessional and incompetent.