Okay, here's the situation, I placed an order on a website for an item that was priced at 40 pounds. I initially ordered with them because I placed an order at a competitors site who said the item was out of stock, so I cancelled and reordered. The item didn't come within 2 weeks, so I emailed asking what was up with it. Received no reply. Emailed again today(about 3-4 weeks on) and I get a very apolegetic reply admitting it was there fault and they've had problems with staff memebers. They then emailed me again so say the item is out of stock. Do you think it is reasonable for me to request something more from them, such as a free DVD valued at about 15 pounds? And if so, how should I phrase the request?