Ordered an iPhone. Arrived in reasonable time, but damaged. Told this to customer services, was told to return phone and that it would be fixed/replaced and sent back. So far so good. Was told returning of phone would be free with Collect+ sticker. Was told this had been sent in a separate email (it had not). Had to chase up for a long time until they sent another sticker to print and attach to package to return. Tracked parcel through Collect+ and asked again on status of repair when it had arrived and I had not heard anything for a while. Was told repeatedly that it had not come, and then that they did not have it/had lost it. Months after initial order they found it but said it had a cracked screen (not what I had originally complained about or how I had sent it back (in original packing). Was told I had to pay for a whole new repair in order for it to be returned. By this time patience had worn so just asked for a refund. This was to no avail. Asked for the IMEI number of device they claimed was mine as I was certain the device I returned did not have a cracked screen. They refused this. So far process has gone on for 11 months with them consistently stopping replying when they have no further avenues of delay. Was told if I would not pay for screen repair I could only have device returned unfixed. In the end I accepted that I would just have to get this repaired with a different business and they told me they would return device. Has not been returned and have been chasing to no replies ever since. Genuinely the worst returns process and customer service I have come across in any business ever. 11 months after order I have not had my money back, or my device.