I ordered a MTB online, however, the website crashed when it was processing. The money was taken from my account but I received no order confirmation from them. I tried the call them the following day, however, I was frustrated to find out that they had disabled their phone lines. Having read all the negative reviews, I was very concerned about both my order and my money. I emailed them and was pleasantly surprised to receive a reply in less than an hour - although I was disappointed to find out that the order had not registered due to the website crash. In the end, I requested a full refund so I could purchase the bike elsewhere - this was back in my account within 2 days. Winstanley’s really need to sort their phone lines out - it is pretty ridiculous that you can’t speak to them by phone, especially when you have an issue like I did. That being said, they replied to my emails promptly and were very helpful. There was also no problem getting a refund.