Initial order process and communication was good. However, on the day of delivery there was a fault with the tracking system and only one part of my order arrived. Somehow the courier company had "lost" a 2.4 metre long handrail! From this point onwards Jo, from customer services, was very helpful and apologetic. A replacement was arranged but the first I knew of that was a tracking email notification from the courier meaning that I had to set another a significant part of the day to ensure that I was at home to receive the delivery. The day after the delivery Jo called me to check that the correct item had arrived and that they had decided to refund my delivery costs to compensate for the inconvenience caused by the courier. A gesture much appreciated. It's a shame that the courier caused the issues with this order but the product was competitively priced and of good quality.