good customer service would have been something along the lines of, we will look into it and try and find out what has happened, not oh well, we will send you an email with the contact details and who to speak to and you can sort it out! (email was not even sent). If a customer said to you I'l pay you to clean the gutter you wouldnt take the money and run would you!! If Gardiners make the decision to use royal mail as their courier then surely they must have to chase this up!! afterall we do pay for delivery!