Unhelpful and poor customer service, late delivery of basket despite premium paid for guaranteed before 9am delivery. My boyfriend ordered the basket as a surprise whist he was away on business. He had issues with the card payment firstly, so he had to place the order again despite the notification received that his payment was processed by his card provider. He then paid £27 for next day before 9am delivery so that the delivery would arrive before work. However, the order hadn't arrived by 9:10 and we both tried calling them, and no one answered the phone. By this time, the element of surprise was completely ruined and we then spent time chasing the company so that I could leave for work. Tried again at 9:15, and the woman who answered said they couldn't guarantee the delivery as it was outsourced. If this was the case, why do they charge a premium for pre 9am delivery and she wasn't apologetic at all. I expressed my dissatisfaction on the phone and was told I had to write an email before anyone would consider a refund as my boyfriend was so upset the surprise was ruined. I said I wouldn't open the package out of principal given the poor customer service and asked for a refund as we were both inconvenienced and the whole experience was ruined. They said we would be charged for the refund and had to wait for someone to come and collect the basket, and they would only do a partial refund as there were perishable items, even though I hadn't opened the box. The least the company could have done would have to refund the delivery costs which they haven't, and I am still waiting for a response from them, following my complaint which I was asked to send over via email. If you don't want the inconvenience of having to wait around for a delivery, or speak to rude staff, I would not recommend this company. Element of surprise also completely ruined and we both had to take time out to write emails to ask for a response on our email complaint, of which we have still reached a resolution in a timely manner.