The mark of a company is how they deal with things when the process doesn't go to plan. The product we ordered didn't get delivered and was shipped back to Appliances Direct. We received an email stating we'd be contacted within 24 hours but we weren't. I then chased through the portal and was then promised a response within so many hours but still nothing. Finally I called the number provided, got through to someone almost straight away, they could already see my order details before I said hello (excellent!). They could see the product was on the way back to them but rather than waiting for it, they shipped out another unit. We added more information to the delivery details and this time, it was delivered successfully. Finally, I did get a response from the portal chase and by then they could see it had been dealt with. Ideally someone could have called me much earlier without me having to chase at all.