Two-stars at the moment, as I feel that these issues need highlighting to warn people. I'll edit, as things progress. I ordered on July 3rd and paid with PayPal. This uses an email address that I use just for PayPal, for security reasons. I did not hear from them, so sent an email (from my personal email address, replying to the order receipt so it's clear which order it refers to) on July 7th asking for an update (and a refund on the delivery fee charged in error), and a follow-up on July 14th. I eventually heard from them on July 20th, with a number of a logistics partner to ring. Tower did process a refund for the shipping fee (received on July 28th - thank you). I rang the logistics partner on July 20th. They were excellent, and arranged delivery for July 22nd. The logistics partner commented that the PayPal checkout had not given them contact details for me (to arrange delivery), so they had requested that off Tower. Tower had not responded to them. The item (a BBQ) arrived on July 22nd, but was scratched in places, dented in other places, and - critically - several manufacturing issues and missing parts that made it impossible to assemble. I suspect they sent me a previous customer return of a faulty product, but can't be sure. I sent two emails on July 23rd, with photos to document the problems and request a replacement or refund. I sent a reminder, asking for an update, on July 29th. I did eventually hear (after posting my initial review here, and escalating the issue via resolver.co.uk - I recommend that!). I am now awaiting the replacement, and will update later. I suspect that they are overwhelmed, but communication could be clearer, and for a high cost item I would expect better. The service I received has been in breach of their own T&Cs, and in breach of The Consumer Rights Act 2015, which is a minimum standard that can be expected, even in Covid times. As Tower have no complaints process, and a customer service department that is overwhelmed and/or non-responsive, it is a frustrating experience. I would therefore urge caution - I think the company have some technical issues with emails; a backlog of emails that they seem unable to get through efficiently; and some dodgy stock amongst other products. So, if you order, and the contact details go through, and the product is good quality, then you'll be fine. However, if there are any issues with the order or the product, then I suspect you will have a long wait for any replies, that is bound to be very frustrating. So, if you need something to arrive (intact) soon, then I would choose elsewhere for now... I really feel sorry for the staff, who must be super-stressed, but there must be a better way than the current situation, that is upsetting so many customers.