Australian Direct has kept me reasonably well updated as to the status of my order so far with emails due to COVID-19. The emails, sent from an email address of someone who works at australian direct give customers a sense of security that their order is dealt with by real people instead of a standard response generated by a computer. This is a positive aspect. If customers respond to emails from australian directr operators, response times can be very slow. A downfall of the service is the process customers need to go through to make contact with Australian Direct operators. After an inquiry is made in the system provides customers with a ticket number and communication is made through the inquiry portal. This can take a very long time. A more prompt response would be appreciated. If communication could be made via email after an inquiry had been made in the portal, that would be more convenientr for customers. I have not recieved my order yet though due to COVID-19 so cannot comment on the quality of the products. Overall seems like a good service.