SHOCKING CUSTOMER SERVICE DEPARTMENT! We’ve been told constant lies and all they can say is ‘I don’t know why you’ve been told that’ We cancelled our original order on the 01/02/2022, and reordered an item with a discount code. Unfortunately the card we originally paid on expired so the refund couldn’t go through. We called them on 09/02/2022 and provided our sort code and account number over the phone. After receiving no refund we called again but we’ve been constantly faced with 50+ minute wait times so we emailed our bank details on 15/02/2022. We received no reply or refund so called again 17/02/2022 to be told we needed to provide identification, why had we not been told this before? Only when we had chased them? We provided ID the same day. On Tues 22/02/2022 we called chasing our refund to be told it was processed the day before but the card details were expired. Yes we knew that, that’s why we provided our SC and AN. When she realised, she said the refund would be processed that day. We called again Fri 25/02/2022 to check the refund had been proceeded to be told it was done on Wed and would be with us no later than the following Wed (02/03/2022), so not Tues like previously stated. We are now on Thur 03/03/2022 and still no refund of £650! I called again to be told the refund would be with us no later than the following Monday, another 5 days! After giving an arm and a leg to speak to a manger, I was told that all refunds are processed on a Wednesday and it was done yesterday. So I was lied to when I rang and was told the refund was done the day before (a Tuesday) and lied to again when I rang on Fri to be told it was done on the Wed 23/02/2022. The manager couldn’t explain why I had been told all this incorrect information. I’d just like to add that their website T&Cs states: 9.11 We will make the reimbursement without undue delay, and no later than 14 days after the day on which we are informed about your decision to cancel the order. This clearly hasn’t happened now we are well over 14 days and they have done little to resolve this situation other than a ‘sorry’ which I don’t think is good enough for the amount of time and hassle I’ve spent trying to get MY money back. Oh and to add, I still haven’t received any replies to my emails, including the one on the 17/02/2022 which had a complaint attached to it… SHOCKING!