I ordered a water heater and flue combo. The water heater arrived within a couple days which was great but no flue with the order. I phoned to discuss the issue and was told two different stories. The first advisor told me that the part was out of stock and that is why it didn't come with my initial order. (they did admit that I should have been phoned prior to be warned about this) The second advisor told me that he reckons someone just didn't pack it. I was given a 3-5 day delivery time yet it took 2 weeks for me to finally receive the product. Because of the way this company packs the product, the "fitting kit" which includes valves and additional components for the water heater is packed with the flue. This meant that when I had no choice but to order a flue from another company (which arrived within a couple days) I was left without some crucial components for the installation. Not ideal as it left me with an elderly customer with no hot water for a lot longer than they or myself were happy with. As a first experience with this company I can't say that it has filled me with great confidence.