On the 30/10/16 I purchased an iPhone online and was contacted the same day by customer services to inform me that the transaction had not been successful and I needed to purchase the item again. Two days later (a day after the item should have arrived), two phones arrived and I was billed accordingly. I spoke to customer services and they told me to return one phone to the pick-up point (a local shop) and the item would be returned to them and credited. This was done and I waited for the credit. On the 9/11 I called customer services to enquire where my credit was. They informed my it would be 14 days. I asked to speak to a manager and was told there would be a 15 minute wait. Twenty minutes later I spoke to someone else who informed me that they had received my item back, but there would still be a delay (3-5 days). He also told me he would call back on the following Saturday to update and offer a good will payment!? There was no call. Today (16-11), I called customer services and was told I would have to wait another 3-5 days. However, they did offer a good will payment when prompted. I did not want this. I wanted to be credited asap. 16 to 19 days for a credit is unacceptable for a high value item. Especially when they've had it back over a week ago. And the original fault was theirs. It is evident that the returns service is flawed and their system is inflexible. I am still awaiting my credit. The staff I spoke to had no power to affect the outcome and just kept wheeling out the same 3-5 or 14 day line depending on what they thought they knew.