Appalling. If I could give no stars I would. They happily take your money and then when you want to return the item they make it virtually impossible. I ordered a rug online but the colour was not suitable so I wanted to return it. I spent 2 hours in my local store as it states on-line returns can be made in store. They finally said that because it was an on-line exclusive rug (which many of them are) they cannot accept the return in store. They packed it back up again and I had to take it home. I then contacted customer services by email to return it. They state they will reply in 72 hours! The rug was supposed to be collected yesterday, I had to make arrangement for someone to be at my home all day. No one called to collect the rug. If you ring the 0345 telephone number you are in a queue for half an hour, listening to tiny music and a recorded voice telling you that your call is important to them, and then they cut you off. When I finally got through yesterday afternoon they confirmed it was due to be collected that day. I have now had to send another email to customer services to find out why they did’t come and when they can try to collect it again. I will yet again have to ask someone to stay at my house for the day whenever they say they call. They have my money, so they’re really not bothered about assisting me. It seems that they make it as difficult as possible to return on-line goods. I will never use their on-line service again. Appalling customer service.