We paid a £250 deposit, then customer service would only progress order if speaking to our builder first or they wanted us to take full responsibility by putting in writing that we are happy to progress without discussion with builder, our builder would of course not take any responsibility for a new wave product or installation which had nothing to do with him. We then cancelled the order and requested our deposit back as we had done nothing wrong, Clare Warren (operations manager) would originally only deal with us by phone, I requested email communication only as she was changing her story. Clare refused to refund deposit and stated they should be charging us more, Zoe (original contact at new wave) agreed in an email that we should receive the refund but Clare still wouldn’t provide refund. It’s a shame we couldn’t deal with Zoe once order was placed as she was excellent, Clare treated us like liars and changed her story to support keeping our £250. My advice would be not to use this company because of Clare and how customer service deal with you which is totally confusing and they take no responsibility!