The 5-10 days was not mentioned, they didn’t even remember that any refund was an option in the first call until I called back to enquire. It was a rushed conversation where they ended up not even fulfilling the newly agreed replacement. Also, they said they would refund £14 which apparently isn’t ‘large’ to you. I recommended you confirm in the future via email where all details would have been at least written. Also, the discount code I used should be applied to the alternative too as obviously I would have used it there.
Every issue I have would have been fine if expectations had been set in advance at each step, but it seems I had to read your minds about about several points: refunds, refund timelines and that you would pick chocolate cupcakes as part of the replacement.
I have been very happy with your service for years, but that you push back on multiple obvious failings on your side is a bit much.
I’m reducing my rating as customer service is just painful here.
