I ordered all the items for a bathroom and was advised that the shower unit was not in stock and would arrive a couple of days after the other items. The shower unit was then sent by post rather than the standard courier service you would expect from online companies, I am currently living far away from this property and was unable to advise a builder when to be there as they did not follow the same protocol as the first order, or any other order I have received whilst refurbishing this house. After several messages, most of which (in the middle of trying to sort this) we're simply not answered I was advised (and have this in writing) that another shower would be sent in the standard manner. Soak then changed their mind on this and advised me a builder had to collect the shower from the post office. When I sent a builder (at my cost) they were advised they needed id and soak advised me I should post my builder some so they can pick up the shower. I have subsequently had to buy a shower from screw fix as this issue was holding up the project. At this stage the shower is no longer at the post office and has been returned to soak however they have stopped responding to messages and it is unclear whether they will refund me for this purchase. I am going to wait a few more weeks (already ongoing for around two months) to see whether soak acknowledge receipt of this shower and refund me. Failing this I will notify trading standards and see what legal capacity I have for a refund on a product I never received. The service received is literally worst than anything I have ever experienced, drawn out, often fail to respond and no willingness to help.