My first confirmed order disappeared from their system leaving me waiting for a delivery that would never arrive. No explanation offered by Millets, but offered discount if I re-ordered the same items. The person speaking confirmed the items I was ordering were in stock so I re-ordered the same items. When this second order didn't arrive over a week later I called the customer service team again. I was told this would be investigated and was promised a call back within four days to confirm the status of the delivery. No call back was made and they have no record of this promise on their system. After it became clear that speaking to a more senior member of the customer service team would be a challenge I requested the order be cancelled and monies refunded. To my annoyance I was initially told that cancelling the order wasn't possible whilst it was being investigated. After insisting I speak with a more senior member of their customer services team I received a call back from the same person confirming they were now able to cancel the order and promised a refund. I was reassured I would still receive a call back from a senior member of the customer services team within the hour. To my surprise I did receive a call back from a manager. Unfortunately all that was offered were apologies and a small discount that no where near met my expectations. The local retail outlets are great, but this experience has put me off having anything further to do with Millets.