Grange & Woodhouse

Absolutely appalled by their ‘customer service’. I ordered a metre of fabric on 5^th July and paid £16 — the cost of the fabric. Postage was clearly indicated as free. The following day I was sent an email saying that I had not paid the £11.94 delivery charge. I sent several emails querying this, pointing out that the site had indicated postage was free and the invoice that I had been sent showed delivery as £0.00. During the time that I was trying to contact them yesterday I noticed that the site had been amended to automatically show a £11.94 delivery charge.
I had no reply to any of my emails so today I telephoned their office and was told that they were just about to contact me (?) They could not understand how I had been able to make the order without being charged for delivery. I again explained that on the day the order was made postage was stated as free. It was suggested that I try to ‘order’ the fabric now (just to show that a postage charge is incurred) — this was something that I was aware of and I replied that they must have amended their website since my order, this they denied. They did ‘admit’ that their system was at fault but did not intend to honour the transaction so I demanded a refund.
I strongly feel that they should have sent me the material that I ordered, postage free, as this was what was advertised at the time of ordering. It was their mistake and not mine.
I would certainly not order anything else from this company. I am very upset about the way this was handled — I was made to feel as though I had somehow managed to fool their system!