Update for Beverley West: I've received the following response from Thompson and Morgan to the feedback you provided:
"Thank you for bringing this to our attention. We recognise that on occasion, we have not been able to respond to emails within our usual 24 hour turnaround and appreciate how frustrating this must have been. Ensuring that we have adequate resource to respond to queries is our problem – it shouldn’t become yours. We are very sorry that it has.
Your comments are duly noted and will be used to assist us in a review of our existing process to see where we might be able to improve.
We note that your query has now been resolved, resulting in the successful placing of your order. We hope that you are delighted with your purchase."
I hope this helps. Thank you for taking the time to post your comments.