Bought a whole bathroom from Soak. Firstly, when you buy a bath for example, it would be nice to have a "You'll need these" page with compatible traps, waste etc. As someone who doesn't know their way around technically this would've saved me a couple of further orders and the postage that came with them. My shower turned out to be faulty. I called the number and was told that if I got pics to them, they'd have a replacement out by midday the next day. Did that immediately, called them the next morning to hear that they were still on track although my issue was on page 3 of their caseload (Should give you an indication of the quality of goods!). Called them later in the afternoon to be told they couldn't actually open the pics but hadn't bothered telling me and were waiting for me to call them! 40 minutes later on the same call, a replacement was agreed and sent, but this delayed my bathroom by a day and cost me an extra day's labour from my fitter. They also promised collection of the faulty one on Tuesday and the guy arrives Thursday. The replacement shower turns up and of course it's also faulty. Another long phone call, another day of fitter time paid. EDIT 04/05 - despite what their customer service promised below, the part was NOT delivered on the 4th as promised. It's now 8 days since I reported the faulty shower. If I could spend their apologies I'd be a rich man but not one person has actually bothered to DO anything other than tell me to sit tight and hope it turns up in the evening or at the weekend. EDIT 05/05 - I was told yesterday that the part was DEFINITELY with Parcelforce and arriving that day. However if it didn't turn up (!) to call back Saturday morning and another would be sent. Another 20 minute call this morning reveals there's actually no one in at the weekend to send parts. Either yesterday I was lied to or they're just incompetent. I'm now 2 weekends without a shower and have to spend another day constantly chasing them because the only time they've ever bothered to call me is when I initially wrote this review. Shows where their priorities lie! EDIT 0505 part 2 - A call to ParcelForce reveals they only deliver on a Saturday if a Saturday rate has been paid. Of course soak didn't pay it but still told me to wait around for delivery on Sat. Next "guaranteed" delivery date = Tuesday the 8th May, THIRTEEN DAYS after I first reported a fault. EDIT 08/05 - The Spare parts arrived, in worse shape than the ones I already have. Soak tell me my options are to wait another couple of days for some more (but they'll actually check these ones) or wait for their technical team to let me know the exact specification of the part (I'm at the back of another queue for that). Gone with both options so no doubt I'll be posting another update on the 10th, FIFTEEN DAYS after I first reported the fault. EDIT 09/05 - No update on the specifications of the parts and today's excuse is that the warehouse have to email the manufacturer. I'm guessing that there are no phones in the warehouse. I've finally escalated to a manager but it'll take 24 hours for them to call me, presumably because there are many, many others in situations like mine. According to Lauren, the lady manning their social media account, the manager is in a meeting. EDIT 09/05 part 2 - The Manager called me! The technical guys have all gone home at 5pm without replying to their email so, unlucky. But she'll chase them in the morning and call me at 9am, honest! EDIT 10/05 - Hands up who thought the parts or measurements would arrive today? If your hand is up you are mistaken, OF COURSE they didn't! The tracking number I was given yesterday is still not registering on ParcelForce.com, (leading me to ask the question on the title of this review again) and I was given the diameter of the O-Rings, but not the thickness, so I can't even go out and get them myself. EDIT 11/05 - Turns out the parts were NOT sent on the 9th, despite the manager, Leanne, promising me they were sent. And of course, complete radio slience from everyone at Soak.com. Current count: FIFTEEN days since I reported the issue, THREE weekends without a shower, NINETEEN calls to Soak, EIGHTEEN emails sent to them, TWO days waiting at home for "guaranteed" deliveries that didn't arrive.