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@justMouse
Thanks for the posts guys - I was doing this remotely from Cambridge on an iphone (they really aren't that good are they? Or is it the O2 reception that is at fault?) hence the minimal detail in my post.
I didn't get the full story and won't til I meet her face to face but bottom line is she was obviously really upset with her purchase and Edwardes were unwilling to resolve the situation (not the best way to get repeat custom).
Once I properly find out what happened I'll report back. I'm annoyed because from an outsiders point of view it ***looks like *** her relative inexperience has been exploited leading to her being sold something she didn't want and then intimidated into keeping it.