Placed an order for a fireplace suite-advertised as delivery within 10 days. It wasn’t even dispatched until two and a half weeks later (after much chasing on my part) then got sent to the wrong courier. Then finally on the day of delivery, the tracking showed it was returned to sender instead of delivered to me. Rang Studio who said there was an issue with my address (I’ve lived here for 11 years, the same company deliver to me regularly) and it would be resent as soon as it arrived at the warehouse and I would have it in 3-7 days. Instead I ordered from another company (who price matched Studio, and delivered 48 hours later) and cancelled the order with Studio, which I was told was done. Studio then refused to refund me until they received back MY return. I pointed out, time and time again, that it wasn’t my return, I had never received the item. Despite that, the courier seemingly managed to lose the tiny 4ft by 4ft parcel and Studio said I couldn’t have my refund until they had investigated where MY return had gone. They refused to even start investigating this until two full weeks later and then it took them a further 3 weeks to recredit the fireplace back to my Studio account. I requested the cash back out of my account (I was in credit on the account) and to close my account. This request was refused several times over the phone due to ‘technical issues’ and was finally agreed and was told the refund would be put back on my card. Now today I get an email saying they can’t close my account as there is a credit on there and I need to phone up again to ask for a refund of that before the account can be closed. Honestly, you couldn’t make up the absolute ineptitude of this company. They have total disregard for consumer law, repeatedly refused to give me details on the dispute resolution process (I have their refusals in writing) and refused repeatedly to give me an address I could issue a court claim to. I have tried using their own complaints process, but receive back generic replies saying they can’t close the account and I have to call up. I call up and get told they can’t deal with it because of technical issues. I tried going through Resolver but they ignore that too. It’s been two months now, I still don’t have my money back. I regret the day I ever ordered from Studio. Honestly, if they were the last retailer on the planet, I wouldn’t buy from them. Absolute waste of time and a headache from the start.