I ordered some cookware, with plenty of time for delivery, for an upcoming trip. Days before the departure date the package still hadn't arrived. I phoned the office, to be told it hadn't even been despatched, as one item was out of stock. There was no warning at the point of order that an item was out of stock. So I had to cancel the order and purchase elsewhere with express delivery. I was assured my cancellation would be processed within 24 hrs. A couple of weeks later it still hadn't come through. I called again ... it had been 'stuck' in the system. I finally received my refund, but not without chasing. Internal processes (stock control, finance) need tightening.