Bought headphones, to be delivered the following day. They never came. After trying to deal with customer service, writing several emails, going to the actual store a couple of times, and phoning them (all to no avail), I decided to email the CEO, Sebastian James.
You can find the email address on google (it is public).
On the same day, I received a phone call from the head office (exec team) with an apology and my immediate refund.
I am rating the second star only because of this call.