Frustrating experience: - Ordering : Mixed. Easy on website but discount code was not applied and when I contacted SOAK about it I received zero communication in response - Delivery : Confusing and unsatisfactory. On the day of delivery I still hadn’t received any communication so rang customer services. My call appeared answered but no one spoke to me for at least two minutes whilst I overheard your staff discussing the days experiences with customers (not pleasing to hear). Then they told me the order was lost and wouldn’t be delivering and that an investigation would take at least 48 hours - this had to be relayed to my bathroom fitters who were waiting for the delivery to arrive. No less than 20 minutes after completing the call a truck arrived with half the items and no knowledge of any other items. We rang back on Saturday morning to cancel the order only to find out a delivery attempt had been made on the Friday - no communication from Soak and no notifications from the delivery driver. We were then told the items would not be delivered until Monday (it was Thursday). When the second half finally arrived the packaging was damaged on the shower screen. - Return of items : was painless once we worked out that hiring a van was our only real option because Soak couldn’t/wouldn’t point us in the direction of possible services. Overall the products were generally good quality and as described. Customer service was mixed edging towards poor, as real service only seem to follow frustration aired over Facebook. People onsite during the return were excellent. We also ordered items from Victoria Plum, and although we didn’t find their products as good, we would recommend them over you because of order fulfilment and customer service. It’s a shame as their is great potential there.