Was amused to find this thread on Google. It does make me laugh that people can put across one side of the story and reputable companies can suffer as a result. Was glad to see that some of the members on here saw the post for what it was. In response to the post in in our defence, the poster placed an order on our site and the order was sent the next day by recorded delivery. It is made clear on our site that all orders are sent by recorded delivery and as such need a signature. A confirmation email is also sent to the purchaser telling them that delivery is normally 1-2 working days but can take up to 5. In our experience if it doesn't get there by 5 working days it is probably lost and although Royal Mail do not clas a delivery as lost until 15 days we send a replacement after 5. Because of the large amount of sales we process it is impossible to track every delivery on Royal Mail so we rely on the customer to tell us if the order has not arrived. We heard nothing from the poster until 2 weeks after the order had gone. We initially received an irate email asking where the order was and that he was going to get trading standards onto the case as we had taken his money and not delivered his item. We used the tracking number and it showed as having had an attempted delivery and that the order was at his local Post Office. He passed this information onto the poster. He wrote back telling us to sort it out or issue him a refund. We asked him if he would go to the Post Office to collect it but he refused so we said that we could not refund him until the package was returned to us. We also telephoned his Post Office who said it was still there. He refused to go or phone them saying that he shouldn't have to and demanded a refund as he said we were not doing anything to resolve the matter. We then did reply with email he has posted which I do admit was aimed at winding him up and was a tad sarcastic. However being in the fortunate position of owning my own company I am able to take the stance of telling the customer exactly what I think of them if I feel they are in the wrong. I do feel for staff who have to adopt the position of "the customer is always right" for fear of losing their job. I always tell my staff that if the customer is wrong then they can certainly tell them so and do not have to take any abuse from them if that is the case. Of course if I feel that we are wrong in any case I will ensure that everything is done to rectify the situation to the customers satisfaction but in this case I felt that the poster would only have been happy if I had personally delivered his order to him and my reply was meant to get the point across that I felt he was too lazy to get off his backside and help in any way. By the way we never saw the order returned to us. P Beatty Managing Director Professional Home Teeth Whitening Kits At Affordable Prices - Smile4You