Disappointed doesn't even cut it. After shopping for a Christmas tree in-person we couldn't find anything suitable and needed to order online. We came across a beautiful tree on Balsam Hill, placed an order on the 08/12 and ensured delivery would be in time for this weekend (13/12) what with it being close to Christmas and our niece and nephew coming to help up decorate. At 2am this morning we had an email from Balsam Hill saying "We're sorry this order didn't work out as you hoped" as if we had cancelled the order followed by another telling us we would be refunded because it wasn't in stock. They waited 5 working days to tell us our order wasn't available, have offered nothing in the way of apology, and we have to wait for 3-5 working days to receive a refund for a tree worth £300. In the meantime we have no time to arrange another order for this weekend and we can't afford to buy another one in any case because we'll have to wait for the refund. Absolutely appalling customer service and it is safe to say we will not be using this company again the future.