Always found them to be extremely reliable time wise and everything ordered is usually all there. Very few substitutions or items out of stock. Haven't given full marks however as packing can occasionally be poor. Bigger items dumped on top of more delicate items in a bag so stuff gets bruised, squashed or even leaks. I've had a bag of flour burst over everything and milk leaking. Just this week I've claimed for squashed bread and bruised bananas. They do however have a very good refund system which is easy to use. The rushed packing is only occasional though and I still use them every week as so reliable in all other aspects.