A sales rep visited and presented the product on July 5. We received a quote on July 7, and set an appointment for a surveyor to visit on August 4, for taking dimensions and ensuring fit. At that survey, we mutually agreed that Hillary's did not offer a product suitable for our application. The surveyor said he would initiate a refund of our deposit (1, 525 GBP). That was on August 4th. Today, September 7, I have yet to see the refund on my credit card! On August 6th, I received an email stating it would take up to 10 WORKING DAYS to see the refund. Why so long? It only took 1 day for the charge to appear. Surely the company isn't so inefficient that it takes 2 weeks to process this. Or maybe they have an intended "float" in their financial management plan? Anyway, the two weeks pass, then another week, then 4 weeks, with no refund posting. I sent an email on September 4, asking for an update. I received an email on September 6, advising that they had a "system error" but they are re-issuing the credit, AND THAT IT WILL TAKE ANOTHER 5-7 WORKING DAYS! I replied with a very terse complaint that this is ridiculous, and that they should immediately process this and possibly make amends for my troubles. Crickets. No reply. No courtesy call. Have they decided they do not want me as a customer since I cancelled an order? Do they think I wouldn't tell anyone about my experience? So, I called their "Customer Service" department today, September 7. Total frustration. The agent refused to let me speak to a supervisor or manager and, incredibly, said I needed to go back to their website and submit a "formal complaint", as if my calls and emails were not enough for anyone there to see that I AM COMPLAINING! Absolutely the WORST CUSTOMER SERVICE possible. Someone needs to send the organization back to customer service 101. They need remedial education. The CEO should ask the Financial Manager why he is holding customers' money like this. Buy something at John Lewis. Take it back. Get a refund posted to your credit card THE SAME DAY, one day later at worst. This isn't rocket science. It's thievery.