POOR - I had ordered from you before but forgotten my password. The website said it would send me an e-mail reminder but didn't. I then tried to continue the purchase as a guest but the web-site refused to process my order as I wasn't a guest. Although unable to send me a password reminder as soon as I abandoned my attempt to buy I got an e-mail asking why. BETTER - This e-mail then offered me a discount to keep going with the purchase so after the weekend I phoned you and once I could speak to a real person everything was fine order taken, discount applied, bulbs delivered today as promised. Lesson here about modern technology, I think, especially when I found the password was the incredibly complex, difficult to hack 'password'! Why bother?