9/SEP I order a bag and a pair of boots 13/SEP I got a dispatched email, but only the boots are mentioned. I try contacting them via email, contact form and phone that day and following days but they don't pick up/reply. 15/SEP Only the boots arrived. I again try to contact them via email, phone and contact form. No replies. 17/SEP They reply for the first time via email offering refund or resent. I reply back requesting if they could send the bag on next day delivery so it reaches before my partner flight back home (as it was a gift for someone there). I don't hear anything back from them. 21/SEP They write saying they have cancel the payment and won't send, neither charge for the bag. 24/SEP I order the bag once again as a single item (my partner has left already but we decide could give the gift in another occasion). 29/SEP A faulty bag is delivered. I send an email complaining and the solution offered on their reply is to go to one of their shops for exchange or send the bag back by post and re-order. 30/SEP I receive another email from another person at customer service checking if I had received the second part of my first order. I reply explaining the situation. 5/OCT They have never get back in touch. I am returning the faulty bag and never again buying at Fat Face. It is very disappointing. It used to be my favourite shop, but quality of products is not the same anymore and the customer service is a waste of time.