I agree with the terrible service reviews. Returned high value item weeks ago, which they took pay for before it was even in stock and so I waited for delivery. I sent it back recorded delivery it was signed for and confirmed over phone as received their end next working day. I was told on 25 Nov could be 5 working days to process refund to bank. Still nothing and its 14th Dec. Every time I contact them and believe me its been multiple emails and calls, there is a different excuse for delay, first it was covid, then portal broken etc and statements of "we have escalated" "you need to wait for a call back", why exactly? .There has been no information that enlightens me on why the refund has not been processed and I have had to chase every single reply. "Give us few more days" is what I keep receiving as response from emails. Its simple, process the £400 refund as required. This company is seriously lacking, the last agent I spoke to said its always like this, we escalate emails every day and just get nothing back, it's constant. We are stuck telling customers there is just no updated information. How can that be allowed. Everyone with bad experience needs to use the ADR if get no joy.