First of all I have eventually received my refund for the faulty LaVazza Coffee Machine...Thank you. The reason for the 1 star is that it took numerous chats and having to chase this refund myself. With some of your replies not making sense from the questions I was asking....very frustrating. The range online chats NEVER follow up after the 4 working days have expired that you state on every reply. Its really not fair to your customers and is really bad practice. So much so, that I won't ever purchase anything online again that I can't buy in your stores!! We've always been satisfied with instore purchases so you are really creating bad reviews by not dealing with these problems fairly.....I suggest you get rid of the 'Chats' and put a human in its place. No other Company that deals with on line purchases is as bad as this!