I purchased a pair of boots from this website for my wife, which were faulty. In this respect, I couldn't fault the customer services as they provided a free returns label as the boots were faulty. We sent them back the next day. Upon checking the bank statements and accounts, I found that the refund had been processed, so we got rid of the tracking, thinking that would be that. The problem started 6 WEEKS LATER I received an email from the company stating that they had not received the returns and to get in touch. We explained we no longer had the tracking number, and explained why, to which their response was basically, they needed the tracking number or they would be requiring payment for the boots. We further explained why we didn't have the tracking, as it had been cleared on my account and the money had been refunded. The reply: The refund was done in good faith (which is done by NO OTHER company!) and that either of the 2 options were to be completed. I explained that the issue was with Hermes and that, as it was a free return, their website stipulates that it is for the company to investigate with Hermes and we would not be paying for a product we were not in receipt of. The final reply to that: Either pay, provide tracking (what is it they are not getting here?!?!) or they will block my account. Now, 4 different members of staff have been involved with this email thread. None of which displaying any kind of positive customer service. Each of the 4 members of staff, had they looked in to this properly, would have been able to find the tracking using just my account number and the returns portal. Which is what I did for them. And provided them with the information found. Instead, they chose to harass and threaten me, all because it was easier for said member of staff. Absolutely disgusting and appalling service provided