I ordered a refurbished phone online and after purchasing, realised that there was a better phone with more storage for only slightly more money. I returned my original purchase and asked if I could get a voucher or credit note and told that I could only be refunded. I waited for the refund and when it arrived, I purchased the second phone that I saw. The tracking number I was given did not work and I was told to wait 24 hours because maybe it hadn't been processed yet by Royal Mail. Given the current Covid situation, that was completely understandable so I was fine to wait. After 2 days, the tracking number still was not being recognised so I contacted musicmagpie customer support who then told me they couldn't see why it wasn't working but that they would escalate it and I should receive an email with a response. Again, I waited 2 days, and I received no email. I contact customer support again only to be told that the order had been put on hold for suspected fraud, I won't be received a refund until their investigation was over and I also won't be receiving my order. As far as I'm aware, it is my prerogative to change my mind after receiving an online order. I informed the company of my intentions every step of the way since my original order and now they can't even tell me how long this "investigation" is going to take so I can't even use another company to purchase the phone because they are keeping my money. I understand that this is likely a rare set of circumstances and that most buyers won't find themselves in this situation but their customer service support has been awful and I do think that it's the support you receive at the worst of times that show's the value of a company.