Just thought I'd share a story of excellent service - it's important to share those as well as the moans!
Ordered on the fancy OS maps you can centre wherever you like as new house is near a join between two maps. Placed the order on the 1st April and went on holiday for a week. Bit puzzled to find it hadn't arrived on my return and I had no email to say it had been despatched.
Sent a chase email this afternoon; within two hours got a reply saying it had been despatched yesterday. However, due to the delay and lack of info I also received a grovelling apology and a full refund. So now I get a free map
Well done OS!