bought a cloakroom suite coming £400 online. Firstly, I got no text to inform me when it was being delivered ....and had to chase.....When it arrived, my plumber told me it was too big (although another plumber had told me it was the right one). So I have to send it back. I called Customer Services as I didn't realise (my bad for not reading all of the small print and assuming that returns were easy like other online companies) that I had to organise and pay the cost of the return but wanted some guidance on how to return such a large item (website said if I had any questions on returns, call customer service and they would be more than happy to help). The representative was either new or incompetent as couldn't answer my questions and paused for a long time after each question - it was the weirdest and more uncomfortable conversation I have had, she was no help at all and I asked to speak to her manager. She put me on hold then returned to tell me all managers were in a meeting - I gave her my number and asked that she get her manager to call me. Guess what - yes you got it - no - one called me back....So SOAK are more than happy to take your money up front but no support once you have bought it.. I now have a £400 suite I need to return which will probably cost me £40+ to return and I have no idea where to start... DO NOT shop with SOAK.