I have just had quite frankly the most shocking customer service experience of my life. We bought and paid for an outdoor furniture set in the summer costing £1500 - no complaints there. We decided to purchase the cover for this set to protect it through the winter months at an additional cost of £90 - we've left this packaged up as we've had no need to cover the furniture until the colder months have set in and we are no longer sitting outside. Well, I opened the package to find the main cover I paid for completely missing. Only the table cover included. I rang honestly expecting this to be a simple case to resolve and for the missing part to be replaced, only to be told there is nothing they will do as we didn't open the package to inspect it within 7 days of it arriving. I am in total shock that a company would send out an incomplete product and take no responsibility for this and then refuse to replace a missing part of a product after a customer has spent so much money with you this year. It's left an incredibly bad feeling with me - and to be honest I completely regret giving any of our hard earned money to this company at all and wish we had gone elsewhere for our garden furniture. 2 members of staff have been completely unhelpful and robotic - repeating that their terms and conditions state any missing parts need to be reported within 7 days, but taking no human approach to the fact that there is good reason we kept the package closed until we needed it this winter and should have been able to have trust in the company that they would send us the product we had paid for in good faith. I absolutely will NEVER be ordering from here again and really think as a company you need to get a bit more human in your approach to dealing with genuine issues (which are actually at the companies fault in the first place as if you had delivered the full product we paid for there would be no need for any of this).