Doing a building project so sourced and bought some items from Soak - online process was fine, delivery was fine but we received a very strange item which didn't seem to match anything we were expecting - we were expecting a shower tray riser kit but this was a 1000 quad kit. Anyway, our builders managed to find what they needed in the pack to avoid delays. Contacted Soak to try to get to the bottom of what they'd sent and whether they wanted it back. The guy who answered the email provided THE most unhelpful reply EVER - seriously, a simple yes or no would have done but no, this guy has to quote part numbers (tip for Soak - I don't have access to your inventory so without a description part numbers not at all helpful!) emailed back asking for clarification to get quite a snotty email telling me he'd provided the info first time and again, providing a clarification that made my 3 year old nursery stories seem clear and concise! Emailed again expressing the lack of helpfulness and asking for a managers telephone number but instead got a very slightly clearer reply from someone else apologising for the first emails and (we think) telling us that they don't want said part back as this is what we were supposes to get (cue eyebrow raise!) anyway, as we raided the random item for what we needed and with the lack of an affirmative for them wanting the random part back its now in the skip. Long story for a very short - get your customer service staff to provide clearer answers?!?