Shocking experience from start to finish. Placed an order on 26 Nov for a Christmas gift only for my partner to inform me he had found the item elsewhere for £30 less so had also ordered it. Tried to cancel the order within about 30 minutes of raising. Can't cancel it without going on Live Chat, Live Chat not manned out of hours. Was informed following day too late to cancel and I could 'easily return it'. Fast forward a week and the item still isn't dispatched, asked again if I could cancel to be told no. They would rather waste time and money delivering something knowing I'm going to send it straight back. Item arrived about 10-12 days after ordering and their 'easy return' policy requires you to hop back on Live Chat just to request they send you a returns label. Why you can't do this through your online account baffles me! They confirmed it arrived on 13 Dec but it takes 4 WEEKS to issue a refund! For what?? Even allowing for a quality check this is ridiculous! I literally opened the box to check the contents were correct, taped it back up and fixed their returns label to it. Even without the £30 saving on the Lego set I would never order direct from them again. Their customer service is shocking, given the size of the company I expected a much more efficient service. Website needs majorly overhauling and processes streamlining. For the prices they charge they fall far short of what they should be delivering and sincerely hope they aren't chasing any kind of environmentally friendly awards!
