I'm (possibly slightly irrationally) a bit pleased to read your post, as I, too, have been so disappointed by their customer service as to feel almost insulted.
Their cashmere is nice, and I am a sucker for cashmere, but it is up to twice the price of other brands I have bought that are also nice quality. I have (sucker that I am) bought thousands of pounds worth of their stuff over the years, but every time I have hit an issue their customer service response has basically been "we don't care." (One was when I was a few days late to return just one of several expensive items on the same order because of hospitalisation) and they refused. (And no, it wasn't sale season). It was a definite, "Well the hospital thing is your problem, not ours, isn't it."
I kind of wondered what level of loyalty is needed to make that very small concession.
On top of that, despite literally thousands of pounds of spend with them, I always notice at checkout the "Discount code" box and wonder just how much needs to be spent to be offered such a code. Never once. I compare this with Chinti Parker and also The White Company who constantly offer me discounts - and who have lovely cashmere that actually washes really very well.
Also, just generally snappy and disgruntled staff. With so many other companies producing cashmere that is more affordable, I think they need to rethink some of this. I have since decided against quite a number of purchases I would otherwise have made.
Anyway, at least it's not just me! They just come across as tight and greedy.
ETA even N Peal in the Burlington arcade who do lovely quality things compare quite favourably in terms of pricing, and they have lovely quality items with "properly chic" styling.