When I was browsing the website, there was the opportunity for an online chat with an adviser. That was very helpful in confirming my understanding of the item in which I was interested. Placing the order was very straightforward and I received confirmatory emails very quickly afterwards. One of the emails gave the dates between which the order should arrive. This covered more than a week, and I wasn't sure if I would get an update once the order had been dispatched so that I would know when I had to stay in to take delivery. In the event, the order arrived very promptly (the second day of the time window specified), and i was in at the time. This was great, but it would have been helpful to have had an update to say it was on its way. The chair was to be built up before delivery. The box it came in was really big, but the chair only occupied some of it as it was in two parts with 3 tubular pieces also in the box. There were no instructions so my husband just put everything together in a logical way and it all seemed to fit - well, the chair hasn't collapsed. So, very good service which would have earned 5 stars if a delivery update had been provided and a note on how to put the built-up chair together was included in the box.