1. Marks Electricals did not transfer the info that we wanted a washer AND dryer over to our amended order of an integrated machine (our error in not ordering integrated) - customer service person admitted her fault in not transferring info 2. customer service woman promised to send through invoice so that we could pay additional fees to include a machine with dryer - husband spent 90 mins on wait time and phone call to request this last Thursday - customer service person did not send invoice as promised 3. consequently our new machine was not delivered on Sunday - also as promised 4. tried several times over the weekend to speak to customer service - no one available at all 5. Monday morning: another 90 min wait time on phone 6. Got through finally - woman said 'just a minute I'll check for record of this in notes' - put my husband back on hold for a further 10 minutes then customer service person hung up - we are wondering if this was deliberate? (I see from other one star reviews that this has happened to others too which is suspicous.) 7. Called again - 8. Just spoken to and complained to a worker called Dean -who made a note of issue 9. Spoke to a worker called Mo - very friendly, tried to be helpful - said that another worker Gillian had written down order number wrong and that he could not find matching reference for what we had ordered as she had entered it incorrectly- did I know the model? I did not and said it was actually Gillian's issue - only knew it was an extra 80 more and that it is companies responsibility to find model as we (mu husband & I had now spent hours on phone) 10. promised Gillian would find number and call back by end of day - (today) 11. this has not happened! Posting complaint in hope that someone will get back to us To be clear all we wish to do is to pay you more money so we can have a machine with a dryer included. We would like compensation for around 3 hours time wasted being held on the phone and of course we would like to pay and have our machine swapped as agreed.