They were curtious and understanded my needs perfectly. I needed a gas oven, but they wanted to know what type of gas connection I had (LPG/bottled gas or mains Natural Gas). Apparently, there are two different types and the manufacturer needs to know which one, in order to provide the right gas oven. Apparently, a mains gas oven doesn't work on bottled gas, as the gas is different (methane versus butane). It's now being delivered in about two weeks (made to order, very posh!) and all I need to do is to get a gas engineer to install it for me (apparently, you need to be a Gas Safe Register gas engineer to have it installed). They stayed with me, every step of the way, and answered any questions I had very quickly (within a day of emailing them): customer service is always at the top of their priority!