Ordered a kitchen tap and realised it was going to be shipped from the manufacturer (believe the term is 'drop-shipping'). The detail of what this means is on their website. Basically, order fulfillment isn't guaranteed as they have no sight of available inventory. There are a load of horrible reviews here that go on about it. I called Customer Services (during their opening hours), got straight through to a friendly person who was able to advise whether the supplier had accepted the order and were shipping - even provided an estimated delivery date. Tap arrived, well packaged when they said it would arrive. Appreciate that there will be many different experiences and I didn't need the tap within days, hours or minutes but, I'm very happy with the service and the product.