I also had a very bad customer experience with this company recently.
The only part of their process that worked properly was the money taking process......very efficient indeed !!
They don't respond to their own email/'contact us' system. I was told they prefer 'the telephone which is more personal'. That is a direct quote from Dave, who seems to be the man is charge. Of course, I had to phone him twice to find out the status of my order. He has the interpersonal skills of Genghis Khan with toothache and a hangover. I suspect he went to the Michael O'Leary school of customer service ie. Ryanair. Which on reflection is probably an insult to Ryanair, sorry Michael.
Have a look at their ratings on Amazon UK. At first glance it seems they are a highly rated company, but on closer inspection if you examine the comments back to anyone who gave less than 4 rating you get a feel for the contempt Genghis has for paying customers.
I did receive what I ordered eventually but only after I chased them.
Like the original poster if I had read some of the comments on the web about this company previously I would have never have gone to them. I suspect they will not survive in the long term as the competition in the UK seem to be much more customer focused.
A company to be avoided. They are an absolute disgrace.
I feel better now