My girlfriend had ordered a rug for our home back in April 2023 (6 months ago). On two occasions, it failed to be delivered.... Their customer services said they would speak to their warehouse team to rectify this. On the 3rd time that it didnt arrive we chased them for the 3rd time and they said its not going to come at all... Didnt bother to tell us but happy to take our money. Then they said they would refund her and they didnt. Then she contacted them again and have spoken for several hours over the chat widget to customer services speaking to 5 different people. None of them take on board the information given to them, every conversation has to be restarted as they don't read any notes from the previous conversations. My gf then chose some new items once they said they would refund her the very next day so that she could buy these new items. Of course the refund didnt happen. So she contacted them again and was told the refund may take 5 days this time. The items that my gf had chosen were on sale, and because the refund hadnt actually gone through after 5 days (of course), the items are now back up to full price and they have said there is nothing they can do. The refund has now gone through but its too late as they are now about £60 more expensive. Essentially, they are happy to take your money, make it unbelievably difficult to get your money back, waste hours and hours speaking to staff that disappear mid conversation, can't supply items listed on their site, and frankly very poorly trained staff in customer services. The items we are buying are tied up in vouchers so we are forced to spend it through them as they can't be refunded. We are now stuck with these conmen. How is this business still functioning??