Report them to the consumer protection bit of citizens advice - they report every call to trading standards. They will investigate and ensure this company is brought to book. Too many people are getting had off. In my case they changed their story from ‘we are looking after your item’ and will refund shortly to telling me I didn’t return it. My bank is trying to get the money back but everyone who’s been messed about by these should contact citizens advice so trading standards get a good idea of how big a problem this company is. They used to be great too. They’ll reply to this asking me to email or some nonsense.