I think the 28% recommendation rating for Sarah Raven at the top of this page says it all. If I was a consumer business and I took 3 weeks to respond to emails from customers, whilst at the same time providing no contact telephone number for customers to call, I would not be in business very long. They do, however, provide an order telephone number which suggests they are all about bringing in as much money from new business as possible, whilst abdicating responsibility for any follow up customer service. This is a surefire way to lose the many dedicated customers you already have and to me is just so short sighted. I just spoke to a lovely, but understandably frustrated and exasperated sales person, who told me she cannot do anything about existing orders. She clearly spends her days fielding calls from angry customers just trying to get some form of response - anything - from the customer services team. It is really unacceptable for SR to say on the website that they have suspended their phone lines and can only be contacted by email when it takes weeks for them to respond. My first email about a non viable product was sent to customer services on Apr 24th. The first response from SR was almost 3 weeks later on May 13th. I received a confirmation the following day that a replacement had been ordered. Since then, no order has arrived and there's been no response to the follow up email I sent on June 2nd, to find out the status of my order. When I tried to track it online, it came back with 'no order found'. The upshot - it's coming up to 2 months since I first contacted SR and my query and order status remain unresolved. I guess my only option is to email AGAIN and hope someone responds. It's incredibly frustrating and just downright contemptuous of customers. Really Sarah Raven please do better.