I ordered their ‘Crystal’ Snowman and agreed to pay by direct debit over 4 months. I also ordered the Santa to match. The first instalment was taken from my account before the item was sent - despite the ‘nothing to pay now’ claim. The item itself when received was nothing like the Crystal promised or shown in the photographs. It was dull, plastic looking and the train that was supposed to go round the base was like a cardboard cut out. It is impossible to talk to anyone at Bradford Exchange - you are invited to leave your phone number and they tell you they will call back in 7-10 days - but I’ve not had a call after 2 weeks. I downloaded a form to cancel all orders and found a return postage label - but still nothing heard ref cancellation and refund - the return was delivered to them a week ago. I know things are difficult at present, but this type of ‘customer care’ just doesn’t match up to any of my expectations and I am beyond disappointed.