Generally I am very pleased with quality, pricing and customer service. I am also pleased that substitutions don't happen very often. Any problems tend to be around packing and what gets put into each bag. Why mix raw meat with veg or why put bags and toilet rolls into a crate with liquid swilling around the bottom of it ? I have had refunds as meat packaging has leaked, I have also had refunds due to pies and desserts being delivered on their side. Fortunately this does not happen often and there has been no issue with timely refunds. The hourly time slots are really helpful and the drivers keep in touch if they have been slightly delayed or even early.