Don't get me wrong the set up in terms of pricing, sales, returns and even deliveries (for the most part) is very good and actually shopping is very easy and straight forward. HOWEVER hit an issue or require simple answers that aren't available in the FAQs/Help section then you might aswell suffer with what ever issue you are having. Terrible terrible customer service, should never have gone non-UK based. Sometimes have to call 3/4 times just because you get cut off when agents don't know they have answered or don't like the sound of your query. When you don't get cut off questions or explanations are required to be said over and over again. Call backs are never adhered too, if a connection is lost you never get a call back out of courtesy, YOU have to call them back and sit on hold all over again. Just very very poor basic customer service. I dread having to call them, I have to make sure I'm comfortable and prepared for an emotional rollercoaster every time!!