Got my DSS a toy for his birthday from Amazon. It was quite a complicated kit-type thing, so didn't open it immediately. When we got round to it, there was a piece missing. So no probs, contacted Amazon, they sent the stuff to return it and said they would send me another one. Then they called back and said they couldn't, because in the meantime, my credit card had been cancelled (got caught in the problems with the Lush website). They said they would issue me an electronic credit note to get another toy. So, I got an email saying they had received it, then one reading 'fulfillment messages' with an electronic credit note. Which didn't work.
So phoned them again, got messed about for nearly half an hour, being put on hold while they investigated, suggested things like 'type it in by hand instead of copy and paste'. She said she couldn't find the email with the credit note in it? Anyway, finally I asked to speak to the supervisor who was incredibly rude, talked over me, and said that as per their policy, the refund had been paid to the old credit card, and I should talk to my bank, and then hung up!