I bought their new espresso machine, and they gave me a virtually empty box. Basically, it was missing all the main bits such as the basket, the handle, the instructions, or the cleaning bits. Clearly, this was an ex-display unit that wasn't correctly packed. But that isn't the real complaint. Mistakes happen. The problem is their customer care following. The thing is that there aren't ProCook stores on every high street. And I happened to be passing one that wasn't near home. I wrote to them, called the store, and called their main line. Got nothing. So I ended up going to the "nearest" one to me. Which is a bit of a pain in the neck. I mean, it's the little irritations like now I had to pay extra for parking just to return the box. And walk around town with an awkward heavy box. The kind of irritations that won't ruin your day but you just would like procook to say something nice. I got the missing parts. The people in the stores seemed fine. But within a day, the handle on the coffee basket broke. I emailed ProCook about this, too. What happened next? Nothing for a month. Then, an email saying they would very kindly give a £20 gift voucher. That was very sweet. Though 2 months later, I've never received it, nor have they contacted me to send it. Just radio silence. My verdict is: 1) The quality of their products is very average. There is a lot of brittle plastic. Quality control seems to be the issue. We have bought a lot from them, and when it works its decent but often part break. They are good about replacements if you have the receipts. But you kinda just hope you don't need to do returns 2) Their care for customers is the bottom tier. So if something does go wrong, don't expect ProCook, as a company, to make it right.