This email which I sent to the Owner says it all, plus can I emphasise that he hasn't even had the common courtesy to respond:-

Dear Gordon,

I'd like to start this correspondence by outlining that I am also a Managing Director of a successful chemical distribution company. We have been established since 2008 and pride ourselves on our technical support, customer and delivery service. We pay a premium for our warehousing and distribution but feel it is justified to service our customers whom repeat order and often comment they wish there other suppliers were as proactive.

This brings me to my point, one being a disgruntled customer, which you really don't want with social networking and customer review sites these days, but you seem to be pioneering this revolution with such vigour.

You website clearly states 2-3 days delivery as standard unless otherwise stated plus 60% getting next day, really!!

Due to this representation on your plush website I decided to take the plunge as my old BBQ probably has so many germs on it, if I served a burger to The Hulk, he probably would end up the size of Tyrion Lannister by the time he has got off the lavatory.

My order no. 301620 was placed last Sunday, 11th of May. Once the order was placed I did delve deeper into your website and found some slightly concerning comments and reviews on both Facebook and Trustpilot, mainly since December 2013. I had reservations but gave your company the benefit of the doubt.

To make sure all would go to plan and I get my nice shiny new BBQ for this weekend, I called, Monday and Tuesday and was told by Claire it's being picked, two days too pick a BBQ, wow must be heavy. Called again Wednesday and told organised for Friday delivery so made sure I would be at home that day, as a company owner I organised what I needed to at my office. Called again Thursday as still had a nagging doubt but all sorted I was assured. As home on Friday morning, called again, yes on way told again, then called at 3.30pm, yes on schedule, may be at 5.30pm if they're (the haulier) running late. Called again at 5.30pm, spoke to Rachel who advised she had a number of phone calls from other customers who hadn't received their nice new BBQs. Rachel kindly called back to my home as I had to collect kids, so spoke to my wife and basically advised that she's coming up against a brick wall and doesn't know what to say.
The conversation was left that we are now on a list with other people who didn't get their goods and her colleague will look at it tomorrow, if nothing can be done then we will get a call on Monday.

So as it stands I have paid for my BBQ, taken a day off work and have roughly £40's worth of various meats sitting in my fridge with an impending BBQ to cook it on and potentially another day off work.

If I have to take Monday off work or any other day next week, this BBQ has now cost me almost £800, quite a lot for a £299 BBQ. Just to clarify, this cost is two days off work, meat that's now no good and probably going to landfill or composting and my money you have in your account.

Not a great start for a new customer is it!!

Can't wait to hear your explanation or justification for such incompetence, no confirmation emails and a customer who has tried to do your staffs work by being in constant touch to avoid this issue ever happening.

I gave up as no response, so bought from a local company and demanded a refund, even had to name and shame them on their Facebook page to get the refund.