**WARNING** Do not touch this company with barge pole!!!!! My elderly father ordered a prelit Xmas from this site in order to make things a little easier for him and my disabled mum this year. It would have been easier for him to go to North America (we are based in Scotland) chop down a real tree, swim it across the North Atlantic Ocean and decorate it himself! He and our family tried to set it up on 01/12/18 to find that the lights would not work and we also discovered that some of the lower branches of the tree were bent so did not sit correctly. We called their call centre (which is based in the Phillipines!) the same day and asked for them to organise for the tree to be returned and for a refund to be processed. This was the option we decided to be best as she could not guarantee that any replacement would arrive before Xmas. We were advised to package the item back up, label it with your returns address and include a note with all of my customer details on it all of which we did immediately after speaking with her. She assured us that she would arrange for a courier to come and collect it and said that this would happen on 03/12/18 so my father agreed to wait in that day. He waited in as advised but no one came. He then personally called the 'care line' on 04/12/18 to be told that the courier could take up to 48 hours - something that was not made clear during the initial phone call. Thus began the utterly disgraceful shambles that this company calls 'customer service'. My father waited in for the rest of Tuesday and also the next day. After waiting in the house for 72 hours he called the care line again and they apparently raised another collection request with no explanation as to why the item had not been collected within the promised time. He then waited in on Thursday 6th December - again no courier arrived to collect the item so I personally called on Friday 7th December, extremely angry and concerned that my father has been unable to leave the house for almost a week. I was happy to do this on his behalf gievn that the stress of it all was becoming too much to deal with. I firstly spoke with Joyce and, after demanding to be put through to a manager, was put through to Ingrid who assured me categorically that the tree would be picked up on 10/12/18. I spent a lot of time stressing how important this was, hammering it home and was assured by this so called 'manager' that under no circumstances could they have yet another no show. At the time I did not believe person was indeed a manager and it seems my doubts were well founded as it is now 1915 on the definite day of collection and the tree is still sitting in my parent's hallway. My father has been rendered housebound and unable to go out and even buy basic groceries for the past week - what this company are doing is utterly disgusting and we have now escalated via Resolver as clearly they cannot get their act together to deal with independently.