I ordered three dresses before Christmas. Returned two straight away (one of them was faulty with a pull in the knit dress which would develop into a hole after washing). Ordered a replacement which I love. Wore the second dress twice and it was covered in bobbles. Was offered a new one, and then a gift card, but I wanted a full refund as per my rights. Lovely customer service employee helped me with that. Had to return the dress for inspection though and wait for a decision. This involved several calls and waiting for a long time on the line. The first time, I was cut off after one hour after reaching second in the queue! Had to call again today as delivery charge, plus a rogue 20p, showed on my klarna account. Was told the inspection team deemed that my first return wasn’t faulty! Spoke to someone else who agreed to remove it. Then the first person I spoke to said they “would be watching my future orders”, as if i’m a liar and trying to get free returns! I’ve never been so offended. You can watch all you like - i won’t place an order with Roman ever again. If you treat your customers like that, I’ll stick to buying my clothes elsewhere! Think some of the customer service staff need some extra training.