I ordered a Black Dice Duo watch through this site and a week later a parcel arrived but it wasn't the right watch, so I got in touch by email to tell them and had to wait. I couldn't get through on the phone as I just received a recorded message saying they had no operators available (it seems this is always on, as I tried on numerous later occasions, try it now... I suspect it still is!). They took over a week to respond to that email, however their tone was apologetic and courteous and they told me how to return it. I sent it back and then heard nothing. I emailed them twice to ask if they had received it and finally got an email back (almost 3 weeks later) saying the following:
"Please accept our sincere apologies for the huge delay you have encountered. We're running on skeleton staff due to staff absense, and are working through a large backlog of orders. I can confirm that we have recieved your watch back and are currently in the process of restocking it, and we are also preparing to dispatch your replacement watch. This should be complete within a couple of days. You'll receive an automatic email once we have dispatched it."

I found the 'skeleton staff' excuse a bit rich, how long does it take to post out a watch to an obviously annoyed customer. Surely they could just get a cheap temp in to do this...it isn't hard to put a watch in a parcel and write an address on it! Needless to say the watch didn't arrive as they promised. I left it a week and then when I still hadn't received the watch I requested a refund. I heard nothing back so sent them another slightly stronger email 2 weeks later. They finally replied saying they are processing the refund and at last that has arrived in my account. However they only refunded the original amount not the extra it cost me to send the wrong watch back to them, which I had asked them to refund also. So in summary I found out there is a reason they are cheap...it took me 2 months to sort this mess out with them.