My first experience of Heat and Plumb was a good one, therefore I ordered again from them when the basin that I originally got a crack through it shortly after being installed. I cannot express what a disastrous experience this has been the second time around. When ordering, I was told that it was impossible to order the basin without the pedestal even though I had an email from sales saying I could. Eventually the order was put through and I received an email informing of delivery the next day, Thursday, which was waited in for. It didn't arrive. Friday I rang up and was told it would arrive either Friday, Saturday or Monday. We waited in - it did not arrive. Tuesday I made an early phone call. I was told it would arrive between 11 am and noon. It didn't. I made yet another phone call and was told it would arrive by 6pm. It didn't. I contacted the team by Chat later that evening to get a message about the non-arrival to the person dealing with my complaint. I had a phone call this morning to follow up and was told I would be contacted again after they had got in touch with the delivery firm, and this would be before I went to work. I didn't get the phone call. I have just called again and am now awaiting a call back in the next half hour. I honestly don't know what on earth is going on but this is appalling - goodness knows how many hours I have spent waiting in and making phone calls following up the non-delivery. I am frankly sick and tired of listening to the voice-over sounding so wonderfully helpful when my call is connected. Don't be fooled by this - the service is polite, yet appalling at the same time. It is also difficult to understand what people are saying which is also very frustrating - I haven't spoken to one employee yet who is easy to understand. I am still trying to work out the name of the employee who is "helping" me as no-one is saying his name clearly. Honestly, I wish I'd never purchased from here but unfortunately I can't purchase the matching basin for the pedestal anywhere else - I should know - I have looked as I would prefer to cancel the order and go somewhere else. This company seems fine if there is no problem. If you can't tolerate being messed around left, right and centre then I strongly suggest that you avoid at all costs.