Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
I have been ordering things from play.com for quite a while now. The prices are very cheap, compared with amazon or ordanary stores and you don't have to pay P&P which makes it even cheaper. I mailed them once asking about some dvd's and got a reply the following day.
Only had one problem once which was the post office's fault, my order didn't arrived (was really lost in the post office), so thinking it could've got lost I phoned them, the guy at customer services was very nice and they shipped me a replacement the following day.
Orders take a bit longer to get to me, living across Europe, but there's nothing to be done about that.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
I recently ordered 2 DVD's from Play.com

Lord of the rings: The fellowship of the ring + Lord of the rings: The return of the king.

Both were supposed to be Christmas presents.

When they arrived (separately) I received 2 Return of the Kings, despite the receipt stating the Fellowship of the ring.

Unhappy with the service I phoned Play.com and explained the situation and that I needed the fellowship of the ring ASAP as it is a Christmas present and needs to be posted.

I received a package this morning from yourselves, containing (have you guessed yet?) The return of the king. So after explaining it once on the phone, I again phoned up to let them know about this error. I was then told, sorry but there is nothing we can do, apart from give you a refund. Well I say they could give me a refund, they could when their systems come back up. This did not help me in the slightest. I ordered The fellowship of the ring and The return of the king on the 7th December, but here I am on the 20th December with three Return of the King DVD's. This has ruined a Christmas present, and I thank them for that.

The level of service I have received is appalling, and I will not be buying anything from thier store in the future, and neither will anyone else I know.

To send out the same order again, knowing that the wrong item had been dispatched previously is moronic.

The DVD was £7.49 including delivery, and because it is a Christmas present I have bought it from Music Zone on the High Street for £7.99. I would have gladly bought it from there in the first place, had I known the hassle and ineptitude I would have faced with Play.com

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
Play.com is a very easy site to use and find games, music and movies. I have used it for all three and the savings you make over the high street are excellent. Delivery is swift and on the one occation they sent a PC version of a game rather than a PS2 version, they resolved the problem relatively easily.