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@the_lush
I've had a few dealings with them recently and they seem to wait for you to push them for communication etc. rather than contacting you automatically. This happened when there was a delay with my order and I'd heard nothing for 2 weeks. When I rang them, it turned out they didn't have the ordered saddle in stock and were unlikely to have them for 4 weeks. I was immediately offered a free upgrade and it was all delivered 2 days later. I was a little pissed off that I could have waited for over a month had I not contacted them but ultimately I ended up with a better product than I'd originally ordered.
Moral of the story, don't wait for them to contact you, ring them immediately if you think there is a problem and you may get better service than you thought.