I placed an online order as a gift for someone - the product was sent to my home address instead of the gift recipient's address despite the fact I had received an email confirmation that the delivery address was set as the gift recipient's. The error occurred within her website and I was at no point notified it was due to be sent to my home address.

Upon requesting a refund for the £4.95 (as I have now have to find time to queue in the post office to send it on), Rosemary has refused to listen or co-operate in any way, let alone simply apologise for the mistake her company made!

Her terms and conditions state that you must contact them within 10 days if you have a complaint - which I did. She is now refusing to communicate with me. It also states: 'We are confident that you will not have reason to complain about our products and/or services, however if you do, we shall endeavour to deal with your query as efficiently and as fairly as possible.' In my opinion and experience, this couldn't be further from the truth.

The most appalling level of customer service I have ever received - and I'm not the complaining type. But still out of pocket for £4.95.