I've had the same experience as others. I bought a couple of things from them in February and one of them arrived very poorly wrapped and completely broken into pieces. I immediately took photos and emailed them to let them know about it, and had nothing back. I followed up a few days later, and again a few days later after that, again with no reply. I also called customer services and had no response after three 10 minute waits on the phone. I spoke to the Citizens Advice Bureau and they've advised to send a letter by recorded delivery to the Head Office quoting the Consumer Rights Act 2015. Maybe if lots of us send letters they'll start to respond? It's quite unbelievable that a large chain like The Range are able to continue their business in this way.