Hi Jean, thanks for your feedback. Here at family-run Wellburn, we deal with every problem or complaint we receive with the utmost care and attention. In fact, we value all feedback, good or bad - it's this feedback that allows us to shape the way we do things and gives us a good indication of the things we're doing well and areas we could do better. All of our staff are there as a first port of call for any issues but depending on the situation a judgement will always be made to either deal with it directly or pass it on to a member of the management team. We never hope a problem will simply go away and always give each case our full attention. If you have a specific example where you feel we haven't done that, we'd love for you to reach out to discuss the matter with us further.