Your online search is crap. Unless searches are done through the EXACT channels and methods YOU dictate (but don't specify) normal (Google) style searches are extremely insufficient and do not bring up the desired results. So unless you're somehow trained or clued up on precisely how the ebuyer search system works (which is fine once you know how) then your searches will be ineffective - so that's a big NO NO and needs sorting. i.e. using keywords is crap and doesn't work when it should (it's only your website that's being searched, not the entire internet!) Also it was my 40th yesterday (Woop!) and all that jazz. You guys sent me a free delivery email offer. NO link, no obvious way of claiming it or voucher code etc. I'm expected (as your CS telephone assistant exclaimed) to read all the terms and conditions of my birthday offer and understand how it works first! Obviously way to go, by using the terms & conditions trick (that you full well know no one reads) to limit the offer before it's even been understood. And 2ndly, if it wasn't for me having to phone in (which is already a bad sign) to find out how the hell to use the "so called" offer, I wouldn't have known that I'm NOT allowed to use PayPal (the easiest and probably most chosen method of payment) to purchase, because it (quote) "Overrides the system and adds the delivery charge back on"! NO warning or indication What-So-Ever during the checkout process of this issue with PayPal and the free delivery being overridden!!! TOTALLY unacceptable, to have some internal technical issue ride rough-shot over the customers all important checkout and buying experience. Totally ruined it for me, along with the CS agents "you should have known " attitude and tone of voice (although I appreciate she's probably had to explain it a thousand times) - but that just makes the whole thing worse, not in any way excusable. Sort it OUT! You're big and ugly enough to take care of your customers better than this. Just remember, every single customer has a pair of feet to vote with; and if you get too big for your boots, they'll march with theirs. Cheers, Jem.