Shambolic drop-ship retail business. I ordered 6 radiators and 6 valves from designer radiator concepts, for delivery on 15th December 2022, and I really wish I hadn’t used them. Firstly, they state on the website that next day delivery is available and that you can choose a named day delivery when placing your order. This simply isn’t true - when you place your order there’s no delivery option whatsoever - after the order is confirmed you’re emailed a link to choose your delivery date. My order was placed on 7th December and the first available date immediately after placing my order was 15th December. Up to and including the delivery date (Thursday 15th), I heard absolutely nothing. When I’d heard nothing by 4.20pm on the delivery date, I called the seller and after waiting in a queue for 15 minutes (there is no queueing system so you’ve no idea where you are in the queue), my call was answered by an adviser who told me flatly that the order wasn’t coming out today - and that it also wouldn’t be coming out the next day as the deadline to book it on for the following day was 3pm. She said the earliest they could get it out would be Monday, and so she booked it in for then. There was a real despondency - no real apology, and certainly no explanation. I had my radiator installation booked in for Monday 19th based on a Thursday 15th delivery - because of the failure to deliver on Thursday and the failure to automatically roll it over to the Friday or even to notify me and give me the option, I had to reschedule it with my plumber to Friday 23rd. At 12.16pm the following day (Friday) I received a vaguely worded email that seemed to be saying my delivery would now be coming out the following Tuesday rather than the Monday - but it wasn’t at-all clear. Later that afternoon I called up again - held in queue for an age again - and the adviser told me that yes my order was now coming out on Tuesday, although the valves would be coming from a separate warehouse on Monday. I asked if this adviser could explain what had gone so wrong with my delivery dates and she said she couldn’t, she’d have to check with transport. Naturally nobody ever got back to me on this. At 3pm on Monday there was no sign of the valves so I call up again - stuck in the queue again - and I’m told that the valves aren’t coming out that day and they’ll be coming out on Tuesday via DPD. I asked when I’ll get a tracking number for the valves and radiators, and she said I’d be emailed one that night or the following morning. I was never sent a tracking code for either part of my order, and the valves didn’t come via DPD. On Tuesday morning the radiators did finally arrive, but when I unpacked them one rad was badly bent at one corner (so badly that it would be impossible to install it). So I had to ring the seller again - this time I queued for 30 minutes - and the same despondent adviser said that I couldn’t have a replacement until they’ve received the damaged radiator back, which could take weeks as their “aftercare” team would have to be in touch with me to arrange a collection. They had absolutely no regard for the impact this would have on my installation (which had already been rescheduled once), and no regard for the fact they’re expecting me to accommodate a huge (1400x600) damaged radiator until they are ready to collect it. I was genuinely shocked at their disinterest at this point, and told them to simply refund me for the damaged radiator and I’d order another one somewhere else to arrive by Friday (which luckily I was able to do). The adviser was rude, almost sarcastic - and said that she’d pass the refund request on to accounts but it felt like an empty promise just to bring the call to an end. The following day (Wednesday) an adviser informed me that I’d be getting no refund until they’ve received the damaged radiator back and inspected it (despite me having sent clear photos of the damage). I asked if they would collect it this week in that case and she said no, the very earliest they could collect it is the first week of January and the “aftercare” team would make contact to arrange delivery. I expressed my frustration at this, and was told “this is how all businesses operate” (it isn’t!). I asked if they were really expecting me to make space, over Christmas and new year, for this enormous damaged radiator and she said that yes, they do expect that. I have very low expectations of the aftercare team ever making contact with me to arrange a collection. This is a business that treats its customers like a nuisance, and they really don’t deserve to have any customers. I see they’re now seeking to suppress negative reviews (see the Trust Pilot) warning, whilst parading what looks to me like fake 5* reviews on their website. Something is very wrong with this seller and I’d avoid them at all costs.