Ordered a weekend luxury car hire for my wife as a birthday gift. I was a bit concerned as the company hadn't been great at replying so got in touch the week before to confirm everything was going ahead and was assured that it was. On the Saturday the car should have arrived at 9am, it never turned up. Spent an hour trying to get in touch with someone, finally managed to after 10am (despite the website saying the phone lines are 24/7). They apologised but said there had been a mistake and the booking have not been entered properly so didn't exist. They offered to try and get the car out to us but by then it was too late so I asked for a refund. Five weeks later I am still waiting for my money back, both the initial payment and the security deposit. Thankfully it was made on a credit card so they are now looking into it and I should be protected but had I paid via bank transfer or debit card I'd be stuffed. I was also offered a complimentary day of a car hire to make up for the mistake, needless to say this hasn't appeared and enquiries about it are ignored or fobbed off. I could accept the mistake on the day, although it was gutting, I can't accept the fact they lied about making the repayment back onto my credit card or not honouring their promise to make up for it with a free hire.