Thank you for your feedback, I’m very sorry to hear about your experience. I completely understand your frustration and sincerely apologise for the inconvenience and delays you've faced.
To clarify, the supplier involved in this order operates externally to the National Trust. Unfortunately, we had not received confirmation from them that the item had been collected, which meant we were not instructed to issue a refund at that stage. We recognise how disappointing this has been and acknowledge that the process has not met the level of service we aim to provide.
We’ve now processed your refund, which may take up to 5 working days to appear in your bank account, depending on your provider.
Once again, we truly regret the time and effort this has taken on your part. Your feedback has been noted and will be shared with the relevant teams to help us improve our service going forward.
