Hi there Karl, We send out over 14000 orders per day and as you can appreciate we do get a handful of complaints but as previously mentioned we have invested a lot of money and time training new staff and upgrading out software. We do advise customers when they first have the item delivered to check and inspect all items if any issues should arise we do advise to call through to our existing orders line and one of the advisers can help rectify any issues, We do have a dedicated resolution team who do reach out to customers who have left negative reviews, We do also cash on delivery with the majority of our items which some customer also do take advantage of.