Having previously used the service without any issues, this time has been exceptionally problematic. A duplicate order was created for some unknown reason, resulting in us paying for and receiving 8 tyres, although they arrived weeks apart. I had mistakenly ordered the wrong tyres, which meant I needed to return all 8. Their returns process is difficult to navigate, and there is no information about returns available on their website. The first set of tyres was delivered without a returns label. After hours of trying to figure out how to return them, I arranged for a courier to send the first set back to the address provided. This was at our expense, and they are now stuck in customs. We have not received any confirmation regarding our refund for these. To make matters worse, I later discovered from our garage that I had ordered the incorrect rear tyres. I sent back both the duplicate set and the two rear tyres using the service's dedicated returns process, which I only learned about after a formal complaint was filed by my spouse, who is a lawyer. The courier arrived on two consecutive days for collection, and while I received a delivery confirmation email, the service acknowledged receipt of the tyres on 8 January 2026. We still have not received our refunds. Being over £1,000 out of pocket and without the tyres we paid for, I sent emails on 14 and 19 January 2026 inquiring about our refund status. The only response from the complaints team was a request for the relevant order numbers again. Whether due to incompetence or intentional delay, the service is unreasonably withholding our refunds.
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