I have used Studio for many years and they have always been good. However, this year I ordered a Xmas tree, it was nearly £200. The tree did not turn up on the specified dates, having looked at the tracking it appeared Hermes did not have the parcel registered on their system so I called Studio. I was told they would raise and investigation with the courier and it could take up to 30 days. 2 days later I called again, it was now the beginning of December and I advised for them not to bother delivering the tree as I needed to go purchase one as I had children. I was told the item was already dispatched but I could return it, however the tracking was still showing that Hermes did not have the parcel. 2 days later again Hermes said 'we have your parcel, it will be delivered today' great! But no, it was delivered, it now states they ran into a problem and it will be delivered the next working day, its said that since the beginning of December and still I dont have the tree. Studio have still charged me for this tree against my account even though it hasnt been received so thats bumped my payment up by £15 a month. I have emailed them about 7 times each time getting the same response that they are sorry but it is being investigated. The last email i sent i threatened then with trading standards and social media exposure so they raised a conplaint on my behalf. This morning they responded saying its under investigation so they consider the complaint closed! Their customer service is absolutely atrocious, i will never use them again