I've had a few bad experiences as well. The customer service is non existent unless by chance you end up with someone who knows what they're actually doing. One time I was even locked into a winning bid in an auction that ended up mysteriously being withdrawn just before auction end. Perhaps the item never existed or was wrongly listed, who knows. It took some effort, several emails and phone calls over a period of weeks before I was able to free the coupon voucher I'd already purchased that was locked to that now deleted auction. There's the occasional bargain there though ...........The first and only time I’ve ordered wine through Greys few months ago they charged me wrong amount. Tried calling them, gave up after 1hr on the line. Tried writing a message on their website, gave up after 14 days with no reply. Then I’ve applied for chargeback with AMEX. Waited the mandatory 21 days before getting my money back because they also didn’t bother replying to AMEX. At least I got to keep the wines as compensation for wasting my time with this horrendous company.