The low rating comes from a simple error that became impossible to solve. I placed an order for a significant amount of floor levelling compound having checked in advance and after purchase that the delivery date was confirmed. On the day of delivery I contacted TileFix to check timing and was told that the delivery had actually been scheduled for a week later. This was a mistake on their part which they admitted but it revealed several fundamental flaws in the the processes. I got no written confirmation of the agreed date so when I complained there was a question raised over whether the date had actually been agreed. I was also told that terms and conditions stated that delivery dates were not guaranteed despite the fact that this date had been specifically confirmed and was in line with the timescales advertised on the website. All that I required to remedy the situation was to be confirmed as the first delivery the next working day but although TileFix could confirm delivery sometime during that day they could not confirm that I would be first. The end result is that my diary does not allow for any alternative date this year but that is precisely why I put such effort into confirming the date in the first place. I had to cancel the order and the project has been delayed four months until I return from a business trip and get past Christmas. We are fortunate that the detriment to me is delay and not significant financial damage. Anyone can make a mistake but some simple precautions would have prevented the problems that arose here, principally being written confirmation of the delivery date with the order confirmation so that the error could have been picked up earlier and corrected. Dealing with issues should not involve questioning something that the retailer only does verbally. TileFix created that process and should not be using it against customers who have done nothing wrong. Standard terms and conditions do not allow a retailer to make a unilateral variation to the terms through their own mistake and that should not be used against an innocent customer. The lack of arrangements with delivery depots to prioritise specified deliveries to allow for errors is a fundamental weakness is the process. The person initially dealing with the problems was very apologetic hence two stars rather than one but the manager gets only one star for the suggestion that the verbal agreement on delivery dates was under question and trying to use standard terms and conditions as a get out clause for making a major error. I don't imagine that this is typical but it reveals cracks in the process that I suspect could easily be repeated.