In the end, the service was good and we are pleased with the product. However when the bookcase was delivered, we found that two out of the three screw holes in the bottom shelf were not aligned correctly. After a second phone call, we managed to get a response and arranged a replacement delivery and collection of the original bookshelf. When this arrived, we found exactly the same manufacturing fault even though we had emailed photographs to show the problem. On contacting the company they offered a full refund but we negotiated some compensation made the necessary repairs ourselves. The payment to us went through promptly and we would consider purchasing from you again.