I have used Bdazzled before and the first time the service was exceptional. This time when I placed an order, I submitted an email regarding engraving. I received no response so followed up via email and was told the character length was too long. I provided two additional options which I would like engraved and received no response. I had to call the main office and the lady checked and advised this can be done (this was over 1 week after placing the order). I asked if I will received an email notification to advise the order has been dispatched and got told yes. I received a dispatch email with the Royal mail reference. 5 days later I still had not received the order, I checked Royal mail using the reference and it stated parcel has not been received. I emailed Bdazzled chasing. The response I received was the engraving machine had broken and they will offer to refund. I requested a refund and refund receipt. This is all I received a refund receipt no apology for delay, lack of communication, lateness in responding etc. More concerning why send out a dispatch email before the completing the order request. What is really sad is this was a 1st birthday gift for my niece as result of this very poor service her birthday has now past and I am left to find something else as a gift.