Hi there, we are so sorry for the experience you had with our service. We would like to express our heartfelt gratitude for your feedback, which will be sent to our technologist, marketing and customer service for further improvements in our service. If there is anything we can help you with, please feel free to contact us via 0161 491 9800 or sales@clair-de-lune.co.uk. We will try our best to resolve it quickly for you.