Bad experience is an understatement - it has been horrendous, absolutely shocking customer service..no updates..no compensation nothing just a lot of spiel saying the same thing over but NOT resolving the situation. How this is still a company I don't know. Feel like they are scammers if I am honest the way I have been treated. I ordered an item 10th Oct, got an email saying had been dispatched and could track via Hermes which I did - then 14th Oct it stated there has been a delay with my parcel and they would have it on the move within the next 24hrs. It is now the 6th Nov and still no parcel, the tracker hasn't ever updated and they haven't even had the decency to contact me to update me on what is happening. I have had to continuously chase them. The first email I got back stated - 'I am so sorry you haven't received your order sweet, I know how it feels waiting on your goodies for them not to arrive when expected. I have emailed Hermes for an update. As soon as they get back to us we will be in touch.' THEY NEVER got back in touch... and it is all well and good calling me sweet and they know how it feels but then a month later STILL have not done anything about it. When that first email came in... the way it was worded alarm bells. So I chased again and got this response, 'I'm sorry to hear that your parcel hasn't arrived. In these cases, when an order is late and the tracking doesn't update for a number of days, we do ask that you allow 11 days from the guaranteed delivery date of your order (18th Oct) for your parcel to be delivered to you. This time allows any issues with the courier or their tracking to update offer further insight into the whereabouts of your parcel' I was never informed this, my tracker said it would be on the move in 24 hrs NOT give it 11 days..absolute joke. That was 22nd Oct and since then...nothing - they haven't even bothered to update me. I have never know anything like this in my life it is shocking. So I have now had to chase AGAIN for the 3rd/4th I have lost count which time this is, it is ridiculous. I really am now not sure if this is even a legitimate company and if it is then may I suggest you do some customer service training...because the way you treat customers at the moment is disgusting.