Hi, thanks for your review. I'm sorry you feel this way. As a business we strive to make improvements where possible, I have fed this back to the relevant department so it can be looked into and any improvements can be made. For future reference when you call us on 0345 761 6263 please pick option 1, option 6 and then option 6 again, this will re-direct you to a customer service advisor. Kind Regards OW