Emailed to say teasmade bought less than a year ago not working (2 year guarantee) very quick and impressive response to say this model not available until February but in the meantime another model available. emailed back to say yes please. No response to email so rang (0844 number) spoke to someone who described the replacement item to me and I said fine so thought it was coming. Nothing so rang again on 7th November to be told would be sent out. No email confirmation and no parcel. Rang again (long wait) to be told that I would have to ring again in a week or a week and a half as they could not pre-order this item and the other one not available until February. Said I knew this and had asked for the other one which I thought was on way. Very angry and asked to speak to supervisor but refused. Emailed and tweeted twice but no response. Ended call by saying would buy one elsewhere and wanted a refund. Refund department going to ring me urgently. 7 hours later and still no call so have no idea what they are doing. They seem pretty disorganised and I will not buy from them again. However still need to get a tea maker. They really could have organised one for me and at least kept me up to date with what was happening and respond to emails and tweets. Very poor way of running a business.