After decades of using simple jug filters, I was bewildered by the glass gravity filter system I purchased. However, the customer service and the patience of the customer service responses from Sharon and Mark have been outstanding in their content and promptness. The product being glass makes me very happy because I can see the water from the upper chamber dripping through the centre of the two ceramic filters. I can also clearly see small black particles on the outside of the filters which I assume we would otherwise have been drinking! The items were well packaged and survived the journey from England to Northern Ireland.