Head Cook and Bottlewasher - www.headcook.co.uk

I made an order of several items almost seven weeks ago and I have yet to receive all of them. Initially their website wouldn't accept payment but I persevered to complete the order - I wish I hadn't. Some of the items I ordered weren't available. I had to prompt to get a refund processed. Then, after being told items would be dispatched to me several times, they were 'lost' by the incompetent couriers. I eventually got some items albeit with some cosmetic scratches. The rest of my order is still yet to arrived despite apparently being sent a couple of weeks ago. Apparently it's the couriers again.

The worst thing about this is all is the poor customer service. I've emailed half a dozen times and called repeatedly because emails back to me 'disappear'. I rarely get a response and have to keep chasing them. I have yet to be offered a refund. I've asked several times for the MD to call me but haven't had a response. I can't tell whether they're incompetent or just don't care.

10 days after order, no baking pans have arrived, no communication from head cook and no response to my emails! Definitely best avoided, not sure what to try next!

I placed an order for next day delivery. I got a message in the afternoon on the day they were suppose to be delivered saying the items were not in stock - a story that I have heard time and time again from internet sellers who seem to list things they do not hold in stock. I responded and have heard nothing back after another day.

Had a problem with ordering the incorrect item but these guys were so helpful they even arranged a courier to swap the item over so it didn't inconvenience me at all. I have ordered three times now and plan to do most of my Christmas shopping with headcook.co.uk

I ordered two bottles of cabinet cleaner. After two weeks nothing had been received and I left a message on the company's Web site, asking when I might expect delivery. I received no reply so, a week later, I telephoned to ask what was happening and was told that the product was "end of range", that only one bottle remained in stock, and that it would be sent to me and a refund woule be made for the second bottle.

After a further week-and-a-half I had still not received the order, so I telephoned again. This time I was informed that the order (for one bottle) had been sent but that it had not been traced in transit, that the company's contact at the Royal Mail would look into the matter, and that I would be kept informed.

Another week on - five-and-a-half weeks since the order was placed - and I have heard nothing more. Nothing delivered and no refund. I tried to e-mail the company but received an "Unknown address error 550-'5.1.1 User unknown'" from the Mail Delivery Service, so I have sent the same message using the Web Site, but I am not waiting with bated breath for a reply!

I am used to ordering things from the likes of Amazon, Play.com etc., where delivery times generally vary from two to five days. I am not used to such incredibly slow and indifferent service and I certainly won't be using this company again.

I ordered at the beginninging of February and am still waiting, spent nearly £100 on a carving board that I haven't got, despite speaking to them twice, now their number is not available, think I have been ripped off.

Avoid this company like the plague.

After my initial order got lost in the post, I spoke to various members of the Headcook team with widely varying results. I decided to write it off to bad experience.

A few weeks later I got a call from them telling me they were sorry I'd had a bad experience and that they had since changed their courier. If I was willing to take a chance with them again, they would offer me a discount on the item I wanted.

Since I had scoured the whole of Europe for the pan in question, I jumped at the chance.

The pan arrived within a few days and I have been using it with great pleasure since.

I'm still astounded that in this day and age, there are still companies that truly value their customers.

I will be using this company as often as I can. I can't recommend Headcook enough!

Avoid any purchase from them!

Prefect service and the best price I would recommend this company to anyone, the previous review seems harsh, I got a thank you phone call and a free voucher worth £40, I will shop again