Staggeringly naive customer service.
With todays "connected consumer" this kind of thing travels like wildfire, this thread being a perfect example of the phenomenon. There will be a lot of people who will read this and not comment, they will just vote with their mouse !
Who the hell in their right mind thought a 6.5mm drill was an acceptable alternative to a 7mm drill ? Madness.
The annoying thing you will incurr the costs of returning the un asked for product.
I've looked at the TW site before and been put off by the multitude of "waiting image" products on there, especially in things where it matters like pen blanks. I'm not too fussed for other stuff like tins of chestnut sanding sealer.
So, good to hear of positive experiences, I may well give them a shot for some of my next needs.
About time some of these retailers realised the world has changed.
Rant over.
PS Have a guess who sells retail solutions and specialises in ecommerce strategy