I ordered a lamp but unfortunately it arrived damaged. However after arranging its return with customer services, I purchased a replacement, on the assurance that the damaged one would be picked by their courier and I would be fully reimbursed. So I purchased a replacement on this understanding. I received the second lamp and confirm this was fine. However there has now been an ongoing saga for over three weeks with the collection of the damaged lamp. I have waited at home on three different occasions as arranged with customer service , who assured me the third time that studio were tracking the courier service to ensure it would be picked up. When that didn't happen, I rang to find what had happened and was basically fobbed off, being told once again it will probably be tomorrow ! but surprise, surprise, that didn't happen. So to date I have totally wasted my time waiting for a courier to arrive, not to mention the inconvenience of having to call studio over six times to sort this out. The final insult was today after requesting to raise a formal complaint, I was sent some routine spiel saying they will arrange to pick the parcel up in the next 2 days ! I honestly couldn't believe it and thought someone must be joking ! The problem is I wont be reimbursed until the item is returned and given I have already paid £30 for a replacement they are sitting with my money. So my intention now is to get onto my bank and dispute payment. I did suggest studio send me a pre paid return slip , oh how much easier that would be for their customers but of course it appears their customers aren't that important, so they couldn't oblige. One extremely upset and frustrated customer!