well i ve spent the last 2 weeks arguing with chat and fb chat to no avail. a parcel was collected on my behalf. it was scanned once and then nothing! i found out on chat that the courier had said the item was lost. now what i'm about to say you need to draw your own conclusions. the box which was a paprika bright orange crisp box you know the very large boxes was suddenly 'lost'. i don't know how you do it but they did. the box was full of collectable contemporary dolls.worth weigh more than i paid.so the some of 60 quid was claimed. they prevaricated, refused constant information and evidence of the fact it had been lost. they even did not accept screen shot of their own site stating it was collected. I eventually had to talk to their claims department via email . by this time i had had enough! I told them i would take them to the small claims court. you can do this online for around 30 quid starting rate, secondly you can claim all lost and damaged goods this way and if you win p2g have to pay costs. thirdly they are deeply deceitful and actually deleted a part of the conversation on fb where i was told that the parcel was lost.( so screen shot and save all conversation with them! personally im never ever going to use them again. top tips : 1 take them to the small claims court 2, screen shot all conversations 3 take photos of all the items you buy which include the prices you paid 4 get a statement from the person it was collected from. THEY ARE A VERY BAD COMPANY AND THEY ARE ALSO DECEITFUL & CONNIVING i did get my refund but they kept the £9. 30 postage which was a bit blo**y cheeky!