I bought a shirt on-line as a birthday present and paid an extra £4.99 postage to save a trip into the nearest store. It wasn't suitable, so I made the 30 mile round trip into town to exchange it only to discover that they won't do exchanges or refunds in store and that I'd got to pay yet more postage to return it for a refund. Absolutely ridiculous approach to customer services. The assistant in the shop agreed that it was ridiculous and said that the policy had only changed since the recent takeover! Needless to say, I went elsewhere in town to buy the replacement shirt and will never be shopping at Jack Wills again.