I'm sorry to give you this rating. The staff at Willoughby Warehouse was lovely and kindly assisted me, but I think the overall service can improve based on the following aspects: 1. Online chat consultant - I consulted to purchase a digital piano stand via online. Following the advice of "Brian", I ended up purchasing a seat. Clearly, online consultants require better knowledge of their products. 2. I received a number of emails and texts about "the ordered item was dispatched" when I requested a collection from the Willoughby warehouse. I also received a number of texts saying "the ordered item is ready for collection" when the item was not ready for collection. This was very confusing. 3. The confusion of purchase of a seat instead of a stand was clarified when I was on the phone with the consultant "Jules" to clarify the texts and emails I received about "the ordered item was dispatched". Jules had kindly sent me an email with the links to the right products. 4. I asked Jules if I can either cancel the order of a seat and receive a refund or a store credit so that I can purchase a stand. Apparently because of some complex ordering and pyament structure but this process has taken a very long time. 5. When I arrived at the Willougby Warehouse, I had to explain all of the above to the staff who did not expect this complexity and confusion. They were very kind and helpful but it has taken a considerable time to resolve. 6. Every time I place an order, I receive a "thank you" email from Craig Maria stating that "I will personally make sure you get looked after", but in fact, this seems to be an auto-generated email and no actual action is taken by this person. It comes across as insincere as a result. 7. I also communicated with the company via Live Chat, Email and Telephone. The below choice only allows me to select one.