What should have been a simple return of a damaged toaster with a replacement for a wedding this weekend was frustrating & impossible. Simply posting out a replacement on time for the wedding & allowing me to get to post office separately to return an option not permitted. Customer Services allowed me only £8.99 return postage when cost was £12.98 & insisted that I was at home to swap toasters! Most of your customers are not at home during day. Response from E Commerce manager was defensive & indicative of lack of maturity & experience. I went to John Lewis finally.