A really terrible experience all round. I had had ok customer service and fast delivery before with the company so was disappointed to have such a poor experience this time. A timeline is outlined below: 27 Sep - ordered shoes with next day delivery 28 Sep - Hermes contacted to say there was an issue with the order and it would be on the move within 24 hours. If there was no update within a week contact the seller. 4 Oct - contacted sportsshoes customer support to flag the issue 5 Oct - received a reply saying they would look into it 7 Oct - hadn’t received any update so contacted sportsshoes again. Received a reply later that day apologising for the lack of update and saying they would escalate 12 Oct (over 2 weeks after the shoes were ordered) - was offered and accepted a replacement pair of shoes to be sent out as they had started the refund process with Hermes 13 Oct - contacted customer service again as I instantly received the same error from Hermes, and did not want to wait another full week to restart the same process, and requested a refund 15 Oct - received a reply apologising and confirming I would receive a refund within 2-5 working days 27 Oct - I sent an email to chase up as no refund had yet been received. Later that day I received a reply apologising for the delay and saying they would refund within 5 working days 29 Oct - refund received While I appreciate this was not entirely the fault of sportsshoes, it took over a month (for a product offered with next day delivery) and required me to chase up customer support multiple times. Customer support were friendly and apologetic throughout but overall it was a pretty poor experience.