i would have given a one star but the staff were not rude ! So .best thing i can say is don't order from them online. There are huge problems because the customer service people appear to send orders/requests/delivery information/collections and no one is listening in the outward bound part. it is as if they totally ignore the customer's requests - i PAID for a named day for a reason guys and gals. everyone blames each other . hopeless and soooo frustrating. I am patient but crickey oh ! This has meant for me the customer, item not delivered on day three times i paid for ! incorrect item ordered to replace 'lost' item. lost item being delivered but refused as damaged, numerous calls like about 10 ! and each time repeating the problem, in some case no notes being made, promises made for next day/resolution all failed. the final customer service lady Michelle personally followed this through for me , stayed in contact and did get a collection arra, nged and refund - i don't believe this is her fault but then two separate couriers on different days rocked up to collect the airer....nightmare. she had ordered parcel force for this wed and yesterday the original courier who tried to force me to accept delivery of the damaged airer rocked up . "sign for it as damaged please" ermm i don't think so buddy. Tufnells don't give you any paperwork either, on the collection i made him go back and search his van for the collection slip... total cowboys. i am receiving some gift vouchers as recompense and full refund notified on my paypal just waiting for it to hit my bank account. never again online for sure. what a complete lack of joined up teams.