we ordered two glass butter dishes: they were dropped outside our house when we were out; both were broken and the packaging was disintegrating in the rain when we arrived home I returned them to dunelm Oc=xford: I was refunded the cost of the butter dishes but told that the cost of the postage would be refinded later in the week as the store may only refund the goods two weeks later - no refund and I'm stuck on a "your call is important to us - we will answer shortly" loop eventually I got through, and the complaints person was polite and arranged the refund - but beware (1) poor packaging (2) poor delivery arrrangements (3) poor instore resolution of complaints and refunds, and (4) poor access to telephone complaints you have been warned