We ordered and paid for a gas hob via the website that turned out to be discontinued (not happy). This mistake was dealt with well; the latest version was offered at the published price of the discontinued one (a significant saving). We accepted this offer (happy). The hob arrived on the date promised (happy). The original Bosch external packaging was perfectly intact but the hob plus polystyrene packaging inside was smaller than the cardboard outer, allowing it to potentially move about in transit. We rang up about this and were assured this was now "normal" with Bosch (not happy). The hob has not yet been fitted and we have asked Buywise to note our concerns about the packaging in case there are any problems following installation. Buywise were sympathetic but made no commitment. So we think an "acceptable" rating at this stage is very generous on our part. Let's hope it all works OK (or there will be a formal complaint). We should say that everyone we have spoken to throughout this minor "drama" has been very pleasant.