I look at the 4.4 star review TW claims and it makes me want to cry. It's an awful business to deal with, at every level except for the online chat, where operators are responsive bless them, but also ineffective in a sense they can't really do anything about anything. It all started for me about 6 months ago, when it's bought a bed frame, mistakenly after my partner had told me to buy another one. 6 hours after, I tried to void the sale and buy the right one that was also more expensive. Should be easy right, just pay a bit of extra cash and get the right product. Well it's not. TW online told me they couldn't do anything because the delivery process had already been initiated, when I received an email telling me the product estimated time of shipment was 6 days later. So I tried to call, and waited 25 minutes hanging only to be hung up on all of a sudden. Tried again and waited 17 minutes to talk to an operator who told me exactly the same thing. So I had to receive my unwanted e-mail that hadn't been sent yet, to return it (undamaged - as if there was something I could do about it). Well after 6 days, when the unwanted item was supposed to be shipped, I received an email saying the unwanted item was going to be shipped a few days later than expected. The item took about a couple of weeks to reach me. Now, you'd think that's cool. But I had to pay to return the shipment because I didn't pay for the change of mind option TW offers you to pay at purchase time. But so it was. A week later, I got an email saying I had been refunded. The funds were nowhere to be seen on my account, so I responded to that representative via email, asking what was going on. A week later, seeing no response, I called again, waited another 12 minutes to be told I had been refunded on my TW account, meaning I had to spend that money again at TW and within 12 months. I'm not sure if this is even legal practice, but after nearly a month and half, didn't have the guts to bring it to the ACCC attention. Of course I didn't want to deal with that awful business again. But they still had 250$ of my money. So 6 months later, I purchased an office chair with my store credit. Estimated time of shipment was 10 days later this time. 10 days later, I received an email saying it was delayed by 3 days. Today, I'm receiving an e-mail saying that it will now be sent in 20 days. Well I guess I've learnt from my past experience, I'm tamed and will quietly wait for the almighty TW to deliver the goods... In fear of wasting further energy for nothing. I'm disgusted. This is an awful operation, clunky, unresponsive, and if it operates this way in its good right, it doesn't make it feel right by any means. Stay away from these crooks unless you like to suffer. It may sound excessive but it really is not! Hope this may help the potential future victims!