I needed to ask for advice about my order a couple of times and found customer service was hard work to tease out information. I was sent an email clarifying information about what I should buy (video didn't work). Fortunately I noticed that the thickness of one item was wrong. Then when the product was delivered the washer was not the right one - also I felt sure I ordered 2 split pins and 2 washers. My son tried your chat line to ask advice about an alternative to the split pin and washer and the person told him he hadn't got a clue. he then disappeared. I was aware that I was out of my depth trying to sort a replacement wheel for our very old wheelbarrow. At one point I asked if I could order by phone to make sure I bought what I needed and was told basically told no. The best bit of the experience was my conversation with the person whom I asked about the possible delivery time and who was really helpful.