Ordered a DVD Box to not knowing this company was located in the UK. It still shouldn't have taken 4 weeks to arrive but they did say that it might in their email. Cardboard box in a bubble wrap envelope arrived and even before opening it, I knew what probably happened to its edges and yes - all edges had dents as if the box had been in use for a few years. I was going to accept that and live with it but then I opened it and found out that they'd sent the wrong language edition, not the one I had ordered. So I contacted their customer service via the website and got a reply within a day. While that's good service, I'd appreciate it, if they made sure that their standard texts in foreign languages are free from mistakes and unambiguous in meaning. I supplied some fotos of the box and they immediately offered a refund if I send the box back. Along with that came a form to put into the return package and it had a barcode label with their address on it to go on the outside of the return parcel. I thought the barcode was for the post to scan but handing it to the lady she could only tell me that it wasn't one of their codes and that I'd probably have to pay for it myself. All I could say to that is, that I didn't know because the instructions on the form were so unclear. Honestly, it read like a google translator translation, not like it was done by a human. The form was also filled in to refund me instead of exchanging the box for the correct one so I tried changing that by adding an explanation but it was obviously ignored. I sent it from the UK when I was on holiday a couple of weeks later because I had a hunch that they weren't going to pay for shipping. And I was right. A few days after sending it back, they sent me a confirmation email and said they'd refund my purchase price. I immediately replied, saying that I wanted the shipping costs as well, since this refund was not what I had asked for and any mistakes had been made on their end. The response given was that they do not cover return shipping costs. I replied, asking whether that was their final word since I had done nothing wrong and ended up having nothing but inconvenience and shipping costs on my end. I said that this was very poor business manners and that I'd tell everyone I know about my experience with them if they didn't think it was their duty to pay for the costs that their mistake had caused. So now, 2 weeks after that, all I have heard off them is that my last complaint had been forwarded to the appropriate people. Zavvi, I'll take that as a "no, were not paying your 3 pounds shipping" and hope that you either realize that this is really bad business conduct or that people just stop ordering from you. Simple things could improve your company significantly: - get employers in customer service with good language skills if you want to do business abroad - protect your goods from shipping damage properly, everybody knows that bubble wrap doesn't protect cardboard well - if the mistake is made on your end, have the balls to admit it and set it right without leaving your customers to clean up after you I won't be buying from you again any time soon, that much is for sure!