The customer service is pretty dire by anyone's standards. Getting a reply to your emails is unlikely and a phone calls go unanswered or you're on hold for ages. I could have gotten over it if the product was decent quality. However I have to say I'm hugely disappointed in the look, quality and overall finish of the Alnwig Oak - Chevron Parquet 8mm Laminate. It should be made clearer on the product description that the chevrons don't match up in some places. It's not easy to tell from the online images. I didn't realize this was how the design is supposed to appear until an installer came to fit it. Absolutely devastated - looks awful, but I don't have the ability to pay another installer for another days work, so I'll just live with it till I can replace it.