I had to leave five voicemails and send three emails in order to get an update on my order, when I'd been assured that it was nearly on its way six weeks prior. Waiting is not a problem, but no communication at all is. When my bike finally arrived, it was left on the street outside my building. The box had been dropped there from the van, luckily seen by the porters who went to pick it up. The bike could have easily been stolen, I live in Central London. Having been dropped, I have chips on the frame of the bike and one of the wheels. One of the pedals does not fit into the crank, meaning I have to replace the crank at my own expense and effort. The packaging didn't have ANY instructions inside, no paperwork, nothing, to help me build my bike. There were also no tools, unlike you state will be the case. The video you use to show how to build your bike is useless. It doesn't show any helpful information, it's style over substance. The Customer Service number on your website doesn't even work, it's dead, obliging me to call your Sales number instead, where nobody ever answers anyway. You haven't even had the courtesy to reply to the furious message I left on Friday, asking if I was missing a box (given the lack of tools and instructions), as there were no instructions.