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Consumer champions Julia Somerville, Gloria Hunniford and Angela Rippon take up the cases for viewers who called for help when things seemed stacked against them. In this edition, the online shopping customers who ordered one thing but got something else altogether and were refused a refund.

We also look at the people caught out by clauses in company T&Cs, which they say were too hard to find. We reveal the holiday firm whose T&Cs are nearly three times longer than a competitor's – and we challenge those with some of the wordiest contracts to trim them down. In our advice clinic, tech expert David McClelland has invaluable tips for tackling the scourge of spam emails.