Marshalls products are extremely good. Where the company fails is in its interface with customers. 1. Having asked me online what day I would like the goods to be delivered, I rang couple of times to check what time of day I should expect the delivery. The delivery was then postponed at 17:10 on the day before delivery was due, but no-one thought to advise the customer. 2. No-one contacted me to tell me of the new delivery date - I had to ring Marshalls to find out. My first call prompted the person who answered to Email your deliveries team, but it took a further call from me before I was advised of the revised date. 3. The delivery contained some goods which were out of date and could not be used. I rang to advise of this and was asked to provide photos etc. This complaint was handled effectively. 4. I was advised after some days that a refund had been made, but after 9 days and one unanswered Email I had to ring repeatedly to say that no money had reached my credit card account. Each time I was promised that someone would ring back with an update - this never happened. Eventually after two weeks or so the money appeared (but still no contact from anyone at the company). It appeared that each time I spoke to a member of staff, they would Email someone else about the issue and then forget it. It would be better for customer relations if the member of staff who took the call sent the Email, and then was responsible for ensuring that the issue was sorted and the customer advised.