My husband and I ordered a new shower and shower tray from Bath Empire, who are now called Soak. The shower tray arrived without the waste and waste grill, no problem called Bath Empire/Soak up and the missing part arrived over night, brilliant, could not fault the service and this is what I had experienced using Bath Empire previously. However, the plumber then fitted the new shower and there was a hairline crack in the plastic valve inside and water was gushing out inside the wall, I called Soak only to be told that 2 days previous the customer service had changed and now nothing is sent out overnight, they do not offer that service anymore. I offered to pay for Royal Mail Special Delivery but was told that was not a service they offered (I am pretty sure Royal Mail still do offer this service) and I would have to wait 6 days for the part to arrive. I asked for the make and part number so that I could buy the part from a plumbers merchant but apparently the product is made for Soak in China and parts cannot be bought for it. Day 6 is today, no parcel. My husband had received an email though, to tell us to clean the part, that would fix it. Oh cleaning fixes cracks does it! I called customer services, no part had been sent out, they said they did not know what the problem was and so sent the cleaning email out instead. No contacting us to ask for additional explanation, even after my original call had explained the water was gushing out of the faulty valve and being promised that the part was ordered and would be with me within 6 days. Needless to say I am fuming, we have a building control inspector coming out tomorrow and will now have to cancel or pay for the inspector to make an additional visit. I again offered to pay Soak for Royal Mail Special Delivery so that we could get it first thing tomorrow in time for the inspection and once again they do not offer this service! Apparently they have to take the part out of another shower and then pack it up and send it Royal Mail first class, that apparently means today is Wednesday and I will not receive it until next Tuesday, Royal Mail's first class service really must be going down hill! However, I was offered that I could pick it up from them as they have loads hanging around (oh I thought you had to take one out of a shower). So I could take the day off, drive 170 mile round trip! I asked if anyone would be prepared to take the parcel to the post office for me if I pay - oh no "That is not our procedure, if we offered that all our customers would want it"! So, here I am waiting to see if next week a part arrives! I was too scared to put the phone down without the order being placed, this was promised to me last week and so how can I believe that today is any different! I can't say the gentleman I spoke to was rude, he was getting frustrated with me for asking for good customer service, all I am asking for is a simple part to be put in the post for me and I will even pay, even though it should be free as the product is faulty! How can a company change it's name and then change it's customer service, for the worse!! Aren't changes supposed to be for the better! I have now checked Soak.com website and their delivery policy for orders under £399 clearly state: Standard Delivery £3.95, Next Day Delivery £4.99. I am happy to pay the £4.99, why can I not have my part! What a diabolical company. The "We don't offer that service" is clearly a blatant lie. What they mean is that service is only offered to people spending money on a new order, customers like ourselves who have already spent their money and just want a faulty product rectified can wait 2 weeks for the fault to be repaired. DO NOT TOUCH this company if you require customer service or a product in full working order! One Star is TOO MUCH, I can't put ZERO!