I order a new pan on Friday and paid for express delivery described as 1-4 days. It's the following Thursday now and I'm still waiting. No-one seems to answer their phone and they say they will reply to emails in 2-3 days- but there had been no reply to my email even in that timeframe. It's just dreadful customer service.
I thought I would update my experience. After the post above I cancelled my order and thought that I was going to have a difficult time getting a refund, but it was paid promptly and I've had a few email exchanges - so this is a legitimate business which on occasions seems to be able to work in a professional way. The communication seem to be the big problem.