So my first order turned up partially broken, as I'd purchased with a discount voucher I didn't particularly pursue a refund.
Then in December they called for feed back, were very apologetic about the broken wine, which ultimately was the couriers fault not theirs.
I (stupidly) agreed to sign up to them on a monthly basis, on the basis I got have any money in my account refunded in full in 3-5 working days.
On the first payment they took too much money, this was eventually refunded with an apology as it was due to human error. 3 months down the line I spoke to a friend who cancelled as she has had her second incorrect order.
I had to go through hoops to cancel online including a ridiculous guilt trip about not supporting wine makers, only to discover they only refunded 3 months payments not two.
I called today, was put on hold for ages only to be told that yes they owe me a months payment but can't refund it due to my having already received a refund in January, however they would send a cheque.
I wasn't happy but asked when it would be issued, and was told they would issue it in 7-10 working days, then send it, then I have to pay it in and wait for it to clear.
Yet they say guaranteed full refund in 3-5 working days.
I wouldn't be so vexed, but they simply did not give a fuck. Not one. Miraculously all their managers were in a meeting (so god knows who they were talking to when I was on hold for ages).
Seriously? What could reason does a company have to say they won't write out a cheque for 7-10 working days?
It's put me off, if this is how they treat customers I dread to think how they treat their suppliers. 
Sorry this is so dull, but can any one shed light on why their system suddenly can refund me. Or am I meant to just suck this up?