Thanks to Blacks I just had my worst on-line shopping experience ever. Ordered a bag from Blacks website, and a couple of days later the online system says it's delivered. Great, I thought; except I haven't received it. After a number of phone and email exchanges with their customer service team, they send over a form and ask me to fill in and sign. Apparently it's treated as a dispute; from their point of view I 'claimed' I didn't receive it, but the delivery company (Hermes) recorded I did, hence a dispute. Thanks for trusting your customer Blacks. About 10 days after the original delivery date, I received a letter from a guy, livling in a completely different address (in the same town though so I suppose that's not too far off). It turns out the parcel was dumped at the porch of his house; he said he found it unbelievable how this could happen. Anyway thanks to his kindness I got the parcel back, but only by luck. Blacks' customer service team were happy for me; another case resolved, yay! It's happy ending all around - no one takes any responsibility in the end. Sure, the customer paid for £200 expecting his bag delivered in a couple of days: it was only late by about 2 weeks though?. Sure, the customer had to go to a different neighbourhood to find and retrieve the parcel himself: but you found it didn't you?. Sure, the customer spent a couple of hours in total trying to locate the parcel, and to fill in and sign the form to vow for his honesty: well it's just our standard procedure, so... who cares? Sure, I was promised some good-will gesture compensation but was denied, because I found my parcel in the end so it must have been my mistake in the first place. Fantastic, I'm the only person who lost out in this whole process. At this day and age Blacks online customer experience is just unacceptable. Well I feel I have no other choice but return this item to Blacks, and I will never order from them again.