I value the Norton Barrie shopping experiencing hence take my comments as constructive. Overall experiencing was good but what let you guys down was the lack of knowledge the person who answered the customer service call had, he had no idea on how the returns process worked, he just guessed assuming it worked similarly to other websites and made something up. The gentleman was very casual in the way he responded and if I'm right I think he was a salesman answering a call at one of your stores. It was my third call to customer services when I finally got my answer. I have shopped with Norton Barrie for approx 20 years mainly in Bolton when the store first opened, I have a strong relationship with Paul and will continue to shop with you. I'm aware the online business is fairly new and teething problems can happen but as a word of caution some online shoppers don't take prisoners and you could lose trade as a result. Again this is constructive and nothing personal and I wish you all the best in your efforts in building a successful online business. Kind regards Ismail P.s say hi to Paul for me.