I've had very similar experiences to others including: long delays then being told an item has been discontinued, not giving me the promised discounts , asking for money back only to receive a statement showing a credit that I cant access, long waits on with very expensive call charges...…… Can I at least save you some money and time spent on the phone calls. Through an awful lot of searching, I found an email address and I have got responses using it. It's helpline@redoute.co.uk Such a shame this company delivers bad service as I like a lot of their products. Good luck everyone