I ordered a DVD as a Christmas present on 9th December. On 11th December I received an email saying the DVD had been despatched, but a week later I had not received it. I chased them up by email more than once and got generic replies saying they were experiencing delays. I tried phoning the customer service line, but it wasn't possible to speak to anyone -there was a recorded message advising customers to email. Christmas came and went with no news of the DVD. On New Year's Day I got an email saying that the "book" I had ordered must have been lost in transit. I would be reimbursed but if I still wanted the "book" I would need to reorder it. I have done so, but not from Smith's. I will not be using them again!