I have now reported this company to Trading Standards and Action Fraud. There is clearly something very, very wrong when so many complaints are being registered, goods are not being delivered or are faulty and nobody is being communicated with.
Under no circumstances can this company be trusted. The phone line is open but they are allegedly experiencing 'problems' so you never actually get put through. Therefore, any of your correspondence/complaints are most likely to be dealt with via the online chat tool on their 'oh so plausible' website. These chats do not give you a permanent record of your conversation and this is probably why they are so fond of using it. I recommend that you photograph/screenshot any of these chats for evidence as you go along. Better still: avoid using them altogether because despite repeated requests for email correspondence and tracking numbers non of these were forthcoming. Even when ordering a pair of knickers from good 'ol M&S you get a tracking number. The alarms bells were starting to ring.
Under pressure, they supplied my partner with a delivery company name. He then checked the name on Companies House and it was dormant (my partner works in delivery and he knows the process). Aquabliss also could/would not supply a delivery phone number. Why? What's the challenge when they handle such a large quantity of stock? It should be readily to hand. When asked again about this they went strangely silent.
On a positive note, we did get an official email in the immediate moments after placing our original order but no others after this. Why is that I wonder? Back to the online chat: I finally discovered that our two items were, allegedly, damaged on their way to our house and we did not receive them. Yet again, no phone call or message to inform us of this. We had to do the chasing. They seem to employ a whole team of people with Dyspraxia at Aquabliss. The volume of dropped/damaged goods complaints is quite incredible. Maybe they should consider employing Mr Bean; he would do a much better job.
Overall, their communication is diabolical - deliberately so we think - and we have officially cancelled our order via email and online. However, I reckon we will be in for a fight over the return of our money as even their T&Cs are incorrect. As a safety net, we have spoken to our bank and if our money fails to be returned I will be taking further action. I don't slog my boots out in a stressful job to allow clowns like this to take my money. Lesson learnt.