Initial ordering process online was ok, although there was no facility to track my order, nor was I supplied with a courier tracking number. When the item arrived, it was strapped to a wooden pallet with no padding between, and just a thin layer of bubble wrap around everything else. As it came off the van it was obvious the whole thing was smashed and so I refused to accept delivery. I contacted Bathroom Village and requested a next day replacement (as I had a plumber booked in for the next day) they were unable to do this so I requested a refund. I was told a refund would be made to the card used for purchase. After a week, there was still no refund, so I called again. I was told that the refund had been processed and a cheque had been sent out that day (Friday) by first class post and I would receive it on Saturday. On the following Tuesday, I finally received a cheque that, according to the postmark, had been sent second class and hadn't been posted until Monday.