OK, so they are a little difficult to get hold of to speak to, but you have to remember that they are not some massive company with dedicated customer service people etc. I found the best way to get in touch is via the online web chat. I originally ordered a fridge-freezer (Grade B) in black. The next day I saw they had the same in silver, but as is was grade C was a good chunk cheaper. I asked them if I could exchange if that was OK? By the time they replied it had gone out of stock again, but they said if I was OK to wait, they would be getting some more in. As we weren't in a rush we agreed.They did deliver the wrong one at first, but I probably had a hand in that seeing as I'd asked to exchange! They could have just left me with that one, but said they would pick it up and deliver the correct one (the following week).The delivery guys were very nice, and I felt really sorry for them having to come and take away the first one that was so difficult to get in the flat in the first place!That's another positive thing - they were happy to deliver to us on the 1st floor (with no lift). A lot of companies won't do that!! We didn't know what damage to expect with a Grade C, but we were impressed! A couple of small dents on the front/edge. The bottom panel at the back was quite damaged but who's going to see that?!!Very happy overall, and as long as I'm not in a rush for the item, would definitely use again. Cheapest I could find my fridge freezer by far.Thankyou Shop@Home.
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