Why do you never answer the phone?

Whenever I phoned them it was nigh on impossible to get through. Waiting forever in the queue, leaving voicemails asking for a return call which never happened. Incredibly frustrating. And they 'forgot' to deliver my replacement bike on the day it was scheduled (and then never followed it up). The only saving grace was the extremely helpful and pleasant man who helped me when I eventually got through - he provided an excellent service but his efforts are completely let down by the firm.