Misleading delivery information with hidden charges that are not clear upon purchase nor any emails that followed. I received a text at 5pm advising that my delivery was due the following day. This was unexpected due to the timeframe initially outlined to me. I immediately contacted customer service and advised that I wouldn’t be home to take delivery and could I possibly rearrange. Pamela stated that it was not possible to change, despite my contact being within 5 minutes of the text message I had received. I stated as it was a bulk item I couldn’t leave it outside and a neighbour couldn’t take it. I was advised that I would be charge £30 as this would now be classed as a missed delivery. I stated that it wasn’t missed as I was notifying the day before so that the slot can be reallocated. Pamela advised me that she would tell the drivers to not attempt delivery however I will be charge £30 regardless. At no point within the transaction is it outlined that you’ll be charged £30 when requesting a redelivery with prior warning. What sort of company states that they can advise the delivery drivers to not attend but still charge £30?! It’s not a missed delivery if the journey isn’t made! After reviewing the terms and conditions which are not outlined on the initial delivery page online, it states that £30 can be charged if: • a) If we are provided with incorrect or incomplete delivery information • b) No one over the age of 16 is available at the delivery address to receive the order • c) We are unable to gain safe access to the delivery address • d) Delivery is refused The above does not state a charge for amendment of delivery the day prior. I have raised this with Trading Standards as I believe it is the intention to mislead the consumer. The worst customer service and the worst delivery which provides you NO OPTIONS other than accept the date or be charged. Choose an alternative supplier that actually values your custom such as DUSK etc.