I ordered two small items for my oven - a bulb and a tool to remove the cover. The bulb arrived reasonably quickly, all be it, in a box large enough to accommodate twelve bulbs, but no mention of the removal tool. Don't try ringing on any of published numbers as no one answers. I eventually spoke to someone on their 'live chat' facility who explained that the tool was not despatched as faulty. He assured me that a new batch was due in and I would be notified by email when mine was being sent out. Of course, nothing has happened . I then sent an email and received a response stating that 'they normally respond within 48 hrs'. and provided a unique ticket number to use in further enquiries. After 72hrs+ nothing from them. Unique number is worthless as you cant contact anybody. Dreadful customer service. I only awarded one star as there is no facility to award no star.