I think you need to realise mistakes can be made, noone is perfect, and a company should be judged on how they handle these mistakes and in my opinion the dealt with the problems exceptionally. Yes more than one mistake was made but some if the mistakes were completely out of the companies hands such a the girl who lost her father. I don't think you should hold it against them that she forgot to log your new delivery as she was going through extreme emotional turmoil and had much more to deal with than insuring you receive your chest of drawers. I would also like to add that I think it is exceptional service that they were willing to refund delivery cost and that they would give you a full refund for ALL the furniture, even though you only had a problem with one item. You may have wrote this post to warn people about the problems they may encounter if they order from Newtons, but I think it was a waste of your time because most people won't see it as problems cause they are more understanding.