Ordered a long-reach hedgetrimmer in August 2015, which did not arrive. Tried to contact Eckman by phone but calls went unanswered (got the impression it may have been an outsourced call-centre). Contact by E-mail was effective however and the missing item was traced to a corner of the Eckman warehouse and did get delivered, a month late. It was a sad piece of machinery: underpowered, and failed after a couple of hours’ use. Eckman did issue a returns authorisation (again by E-mail) and did offer to collect the item, although I opted to send it by courier, and I’m glad I did. No refund arrived. Again I E-mailed Eckman who denied receiving the returned item. But, from my courier’s tracking data, I was able to prove that a named member of Eckman’s staff had signed for it. Only then did Eckman issue a refund, finally received in January 2016. To be fair, Eckman’s E-mails were courteous, but the product was disappointing, and customer service not really a good experience. I get the impression that Eckman are now making more of an effort, but I for one would be wary of dealing with them again.