It started off well in that the prices were competitive and everything that I needed was in stock according to the website. Having placed the order my delivery didn't turn up when expected and after communicating with them I was told that some items, well actually most of the items, were due to arrive from the supplier in the coming days. So, not only was my delivery slot missed but when questioned, the items weren't even available some time after the delivery was due. How does that work? So much for "in stock". In fairness, they shipped what they could once prodded and the rest then came soon afterwards. I gave them the benefit of the doubt. On my second order, it was just the same in that only when I nudged them did the items suddenly appear to ship. Communication with their admin email address never resulted in a response, only via the sales email address (which I came across by accident). Having now installed everything, one item is faulty, as diagnosed between myself and the manufacturer. I've asked cctv builder three times what the returns procedure is. There has been no response whatsoever, not even via the sales email address. I'm lucky in that the defective item didn't cost much and I will probably have to write this off and buy another elsewhere. I'm thankful that it wasn't a big ticket item. I worked in customer service and ran my own customer service company for many years. Customer service is important to me and appreciate the difficulties both as a customer and as a service provider. My expectation is, I feel, reasonable, but I feel both ignored and mislead in my dealings with cctv builder.