A lot of stress, time and expense for way overpriced goods. Nova Double-Walled Mugs. A lot of stress, time and expense for way overpriced goods. See the other two recent reviews on the second page regarding broken products (on the Whittard website). Beware however, Whittard can conveniently decide what reviews they publish or not publish on their website which also happens to fit in with their company and how it behaves and treats people in general when in the wrong let alone customers paying their very expensive prices from what I’ve seen so far. Even though I had seen at least one of the recent reviews (on the Whittard website) regarding the mugs arriving broken before ordering one reply stated 'we've recently changed our delivery packaging and are working on ensuring it is the best possible experience for all.' So from this I thought that the company may have learnt from the mistakes it had made and on more than one occasion. This was my mistake and is obviously not the case and this company made sure I paid for my mistake. The mugs were only protected by basically paper (ruffled wrapping paper with holes) and then placed in the box which had no inner protection. This is simply not enough protection for delicate glass items such as these. One mug was alright the other was broken in many pieces. Also the package was I think transported to 2-3 different sites so there is basically no excuse for what is basically shockingly incompetent packaging methods and process for the glass mugs. When I telephoned the company about this after explaining everything I received lame excuses including 'not many of the mugs have been broken previously' (only 2 out of the 7 reviews at that time that I know of on the Whittard website and the many other reviews here with similar complaints) and that 'bubble wrap isn't used as it's plastic'. I can partly understand that from an environmental point of view but if there's no suitable alternative in existence it may be that or broken goods. There was no mention of perhaps trying to implement a suitable alternative and again just lame excuses that basically didn't have any useful applications or solutions. I was told on several occasions from this company that 'my feedback would be passed on' but I highly doubt this from my experience so far. Another excuse included 'perhaps not all of the mugs were packaged like yours' and again like on one of the other reviews I was told that 'some of the packaging processes had been changed' which again were basically quite weak (and untrue) attempts to defend shockingly incompetent packaging methods and process for the glass mugs. By this point I had spent some time on the telephone explaining everything and also suggesting how to improve things as well as writing an email and taking photographs that I was told to do and was more stress, work and time. I was made to basically fight for any kind of compensation for the whole thing and also made to fight for a full refund which I got but only in the end. This whole experience has displayed gross incompetence and then on top of it I get excuses for my trouble (which also included being 'economical with the truth' at best) to defend it (see above) and had to fight for a full refund. When looking at the mugs both the broken and unbroken one I would have expected something a little more robust for £8 and I think it's a rip off for £8. Also the description of the product I think is over selling it and I actually discussed this over the telephone when making the order and again I was told 'my feedback would be passed on' which is starting to wear a bit thin now even if it were to have any kind of effect or even true for that matter. I'm tired of excuses and lies from this company. If you’re also thinking of buying the 'SoHo Latte Glasses' from this site do yourself a favour and don't get sucked into purchasing from this company like I did. You can save yourself a lot of time and hassle and buy some that are basically identical from one of the larger supermarkets. You'll also pay 50% of the price, get them quicker as well as bypassing the over priced postage rates of this company. You'll also get them in one piece. With situations like this I try to suggest improvements and possible solutions in an attempt for others to not have the same experience as I did. I have done this up to this point by trying to suggest more suitable material for packing delicate items and on several occasions including when speaking over the telephone for the good it did which has been explained in this review. Packing delicate items like this is reasonably simple and more amateur stuff generally speaking especially for a large professional company like this. Like I said over the telephone though the term 'professional' can mean something or nothing in this context. More towards nothing with this company unfortunately. Maybe they're making so much money it simply doesn't matter that some delicate items are being broken. However my suggestion for improvement here would include a seminar course for staff and management regarding how to pack delicate items sufficiently prior to posting them so customers don't receive broken goods. Following this another course but perhaps one that is more technical and a more natural progression for staff and management would include 'toilet training' for implementation and application for the staff toilet facilities. Subjects and modules covered could include; 1. Using the toilet. 2. Making sure everything is directed within the toilet bowel. 3. Not forgetting to flush the toilet. 4. Not forgetting the washing of the hands with technique. I'm sure the cleaner would appreciate it if there is one and this stuff is actually quite technical once done well and properly. You just need to see other toilet facilities to see that. After that who knows? Sky's the limit! Merry Christmas 2019! (even though one of the presents is broken).