Just that, really! My passport was printed within the 1-week turnaround but then TNT sat on it for a fortnight and I ended up having to go to their depot to collect it as it just wasn't ever getting sent out for delivery.
I sent an application (which you have to post by snail mail, addressed to 'The Customer Service Manager' – is it still the 70s?!) for a refund a couple of weeks ago but haven't heard anything at all yet. I just wondered how long it's likely to take, and/or whether they're likely to wriggle out of it by saying they printed it on time, not their fault TNT screwed up, etc . . .