I ordered over £900 worth of hone products for a renovation. Unfortunately an error on my PayPal used an incorrect delivery address so I contacted the customer services 20 minutes after placing the order and again the next morning when the online chat opened.
The team said they are "not allowed to contact" the warehouse as the warehouse process changed a year ago - even though the item hadn't been dispatched they cannot talk to their own team which I find unbelievable having worked in a similar environment previously. They offered to contacted the couriers to request a change and anything which went to the wrong address they would make 3 attempts to collect and refund me regardless.
Parcel 1: They contacted DPD and diverted to me.
Parcel 2: Customer services are "not allowed" to talk to Evri and told me to contact Evri. Evri state the only people that can change the address is the SENDER! The parcel was delivered to the wrong address. TWC have arranged for ONE delivery attempt in the 5 days since it has been delivered despite assuring me in the online chat this would be resolved in 72 hours. They are now IGNORING my emails and the online chat say they will get back to me and then don't.
Parcel 3: I was notified this would be delivered by DPD which is great as I can change the address. Without my permission or any communication, someone at TWC contacted DPD and arranged for this to be returned to TWC. Again, I haven't been refunded and my emails have been ignored.

I did state I would initiate a refund through my bank and I was told I would not need to do this, assured that TWC would actively attempt to retrieve the parcel which has been delivered to the wrong address and refund me within 72 hours (even if unsuccessful in retrieving the articles). The customers services are frankly just ignorant and have left me with no choice but to proceed with a charge back.

Was looking forward to showing off these products in my renovation blog but frankly I would avoid this company as they are incapable of resolving issues.