As an update to my review on the 18th — I did since manage to get a response from Customer Service I am pleased to say. And the matter was resolved satisfactorily. Apparently a change in management and IT systems was to blame for the lack of response, and no doubt for the muddled delivery in the first place. They did quickly arrange the final refund once we finally corresponded, and also recognised the inconvenience and frustration with a discount off a future order. I will certainly consider giving them another chance in the future based on the final resolution. It would be a shame for a temporary glitch of management to permanently mar the company’s reputation.