We was skeptical after seeing the reviews, but gave the benefit of doubt and figured that with Ian Lloyd and Karen Lloyd being the founders and it still being ran by the original founders, customer service would be paramount! Sadly not. It seems they've let slip the customer experience. We ordered a November delivery (pre order) item for my kid for Xmas. Had an email to say the manufacturers have not delivered and there is no lead time. However they updated the pre order date online to end of January. Tried to call and was on hold for 1hr 10 before being cut off. Emails take 2 weeks to respond (will be the week before Xmas). The service and care lacks talking to someone on twitter. I'd suggest steer clear. They lack any care or service!