Thebestbedlinenintheworld.com - www.thebestbedlinenintheworld.com

To be fair I have ordered several times from this company and in the past have always received good service and excellent products. Unfortunately, it's sometimes when something goes wrong that a company shows its true colours.

On this occasion I placed an order worth more than £250 but the parcel never arrived. I'm sure this was not the company's fault but rather some sort of mixup with the courier (Interlink) who I contacted. Interlink told me that they couldn't 'launch an investigation' unless the sender contacted them so I emailed bestbedlinen to ask them to look into it. On receiving no response, I emailed them again and asked them to cancel my order and refund me as I had not received it.

To this I received a pretty aggravated email from the manager in which he expressed no regret for the situation, told me he had been on the phone to Interlink all afternoon (I'm not sure how I was supposed to know this), had no control over Interlink and 'can only track a parcel the same as you can'. He did offer me a refund but said if I could wait until Monday (this was Friday) then he would have to have an answer from Interlink as to what had happened to the parcel.

I waited. On Monday I received no parcel, no contact from bestbedlinen and no response to my email to the manager asking for an update.

I am now more than £250 out of pocket with nothing to show for it and no response from the company. Interlink will not update me on the situation as they say they can only inform the sender. I am sure that one way or another I will get my money back (I will go to Visa if necessary) but I'm just so disappointed and actually quite upset to be treated in this way. Of course it isn't bestbedlinen's fault that the parcel has gone missing, but their response to the situation seems to be almost a textbook example of how to alienate a loyal customer.

Lovely pure down duvet and pillow, excellent support - really helped for good night's sleep. Also, bed linen is 100% cotton and the best I have ever slept on. Apparently they supply 5* hotels such as The Grove!