I have never encountered such awful customer service from a company. I have bought a number of products from this company. I have recently had a faulty carseat (costing me over £300). They took over 3 weeks to manage to organise collection (sending the collection to my old address and suggesting that I go and sit outside my old house for the 12 hour window rather than rearranging the collection). My expensive carseat then sat in a warehouse for almost a MONTH rather than being returned to Britax. The staff on the chat facility were rude, dismissive and unable to help. They frequently just cut off the chat rather than resolving the problem. I complained via the complaints email and got an unsatisfactory general response. I asked to speak to someone over the phone. Eventually I was called by a member of staff who offered me a free gift and said that she would update me every 1-2 days on the progress of my car seat issue. She said that the issue would DEFINITELY be resolved in 5-7 days in line with Britax timescales. 3 weeks later, I have heard nothing. I have been without my son's carseat for over 2 months now. This is appalling. I am currently awaiting a phone call, supposedly from a manager. But am not feeling hopeful. I will NOT be buying anything from this company ever again, and would urge caution to anyone else who does. Searching on the internet has led me to many, many similar stories of their customer service.