I cancelled an item in an order. I looked at my order page and it was still there. An online CHAT reassured me it had actually been cancelled. Then it arrived. I CHATTED again and they said I hadn't cancelled it (I've since found the transcript of the CHAT which confirms I did). As a gesture of goodwill (!!!) they said they'd collect it. I've now waited in for two separate scheduled collections and neither has turned up. Victoria Plumbing have no Official Complaints Policy and NO COMPENSATION is apparently written into their terms and conditions. They take no responsibility for the non collection and say as it's a third party they can't do anything about it. None of this is my fault but I can't get a refund (about £300) until they receive the goods. So I can't order the correct item. My builders are being held up (for goodness knows how long....) and are not happy. I feel helpless and hopeless.