Hi Trevor, I am sad to see your review today. We try and respond to all emails within 24 hours. I have done a search through our cloud today and can not see any emails that relate to your name having ever come through to us. I am sorry if your email didn't reach us on this occasion which sometimes can happen. We are always available on the phone though to help. If I can help any further or you would like to discuss your missing email, please do reach out to me direct on samantha.nicholson-merritt@lovelle.co.uk or call me on 01472 812250.