Our sales team are are under a lot of pressure to get the numbers up and you are expected to sign up subscriptions for every enquiry and sale. by doing a very cheap sale you get the account details ready for the subscription to kick in. Likewise we had a team dedicated to sending out reminders with increasing levels of pressure to pay the invoices, whether right or wrong. Remember its all about getting the numbers and sales up. Should a query ever get through to a member of the team, then valid reasons quoted would be -Lost in post -Wrong address on file -coin in demand -Takes 28days to organise refund -will send out a returns envelope Anything that gets complaint or issue off the line and put off for another day. You wouldn't action the complaint as that counts against your numbers and take home pay. I don't think we had a good customer services approach. Mostly lip service to the customers, while not being responsible for a return. Had to give it up.