i have been a customer at this shop for over 50 years. i have always had great customer service…read morefrom Mr. & Mrs Holloway, and then John and Michael their sons. It has now been taken over as they have retired. I ordered a suitcase , middle of April. i was told it would take a week, so i paid a deposit, and waited, and waited, and waited. every time i phoned the shop, was told it would be another week, and another, and another. I contacted Samsonite directly in mid July, and was told that the actual suitcase i had ordered had long been discontinued. i phoned Holloways and told him, and he said "yes, i have just found out they have not got any more". I went into the shop (by this time I had been in the shop a dozen times, trying to find out where it was), and picked a different case, which I was told was definitely in stock, and would be in within the week. That was 2 weeks ago. I asked for a refund in this time, and I have also been waiting for THAT for 2 1/2 weeks!!! Anyway, the suitcase still hasn't arrived, I am due to go on holiday in the next couple of weeks, and wanted this case especially for this particular holiday. The customer service at this shop SUCKS!! He has had my phone number all the time, and hasn't once called to tell me why I still haven't received the case. I have phoned him 3 times a day for the last 5 working days, and he won't even pick up the phone. not very good when you are running a business. I am done with this shop now. Don't buy anything from there, unless it is in stock in the shop...you will wait forever!!! I am sure John and Michael would be horrified to hear what is happening, especially when the shop has retained the good name of Holloways. I have had to get the credit card services involved now, to get my deposit (£200) back. Not happy at all.....