She's got to be joking. For a start, I'd tell her that the vast majority of the Charlie Bears I've ever checked out online (apart from the odd Q exclusive) are not only cheaper through online retailers but also these retailers don't charge any p & p!! So she's wrong there, for a start. Also, how does she know for a fact that other retailers factor in the p & p - does she sit on the Board of every retailer in Britain? If this is the start of an "Open Season" for unsubstantiated claims about other retailers practices, Q could find themselves in serious trouble, IMO, as other retailers might well have something to say.
