Ordered 2 x bulk bags of soil, after a failed attempt by a 20-tonne vehicle by the hauliers of Gravelmastr (as a result of one of the en-route roads being blocked for repairs). The company then agreed to deliver the products in a smaller 7.5-tonne vehicle and emailed me to confirm delivery which I was initially pleased with. An hour later, I had a call from another agent to say, the delivery was now not possible. They refused to arrange delivery, after having initially agreed to do so despite the fact delivery address was in an industrial estate and the fact there were several 10-tonne vehicles delivering various good on daily basis. I then said, to cancel my order as they were unable to deliver. They refused to cancel the order without a charge of £50 per pallet return i.e. £100 pounds return for a £ 138-pound product and a delivery failure which was not my fault. They said I should be notified of road closure and it was my responsibility. How can a road closure en route to the delivery address (which I was not aware of) become a customers liability? Public roads and national highway issues including natural events (landslides) are outside customers control and they refused to accept this fact. They refused to cancel my order without charges. I had to take up the matter to Citizens advice, had to log a complaint about a breach of contract and show videos of other vehicles going through the alternative but smaller road. Their customer services manager intervened to resolve it and agreed to refund the money but only after they got the soil back from their own hauliers (Why wait for a further 4 days?). They promised to refund on Monday but they did not do so until a further chaser email was sent. Their manager made no effort for an apology, neither did she make any efforts taken to put right the poor customer service or did she reassure me that this service will be rectified for the future. Little did Gravel Master know that we are building two allotments and we were about to orders several bulk bags of orders from them, glad we didn't. Shame - they were shortsighted and did not close this off positively. In a nutshell, the following were the issues Poor customer service Unfair cancellation charges request Miscommunidated wrong delivery dates on two occasions Miscommunicated messages to hauliers Misunderstood route access Unduly, made the customer wait for a refund I will not be rushing to order from Gravelmaster anytime soon.