Still mostly awful reviews on Trust Pilot even if Ideal World is belatedly taking steps to resolve at least some of the problems (though perhaps too little too late). Resorting to disaster management, namely picking up the pieces as a consequence of using cheap call centres/courier firms is no way to run a business. On air they've namechecked another watch collector (forgotten his name) so it might have conceivably been from him.
The following review (24 September 2018) shows how bad they can get when something goes very wrong, but not having the correct procedures in place to catch this sort of thing out is something Aurelius should address as a top priority. Making money via poorly-trained call centres and/or debt collection agencies through obfuscation is arguably fraud if nothing else:
'Horrifyingly bad retailer. I was a customer for years, but every time I had to return something it was a nightmare; they are extremely tough and timewasting to deal with, plus have an Indian call centre. However, due to the latest incident I've deleted Ideal World from our TV and will NEVER buy from them again. I bought an item on two instalments. I got a letter stating they couldn't access the 2nd payment so added £15 and if it failed again they'd add more, plus refer me to a collection agency. I checked everything and there was no reason why the payment couldn't be accessed. I wanted to make the payment manually, but their letter contained no information at all about how to pay them. They'd blocked me from accessing my online Ideal World account, plus they wouldn't reply to my emails. I was forced to wait for the collection agency letter, because Ideal World gave me no options to pay and wouldn't reply to me. Via the collection agency I was able to pay online, but ended up paying double what the item cost and due to zero fault of my own, because there was no reason why Ideal World couldn't access the 2nd payment. I'm pretty sure it was a scam for them to get more money, because otherwise they'd have stated alternative payment options. This is such a horrendous company to deal with. I'd like to say Ideal World are a bunch of cowboys and you buy from them at your own risk.'