I found them very good, as i had to email them to find out if the bike had stabilisers on it as my son is only 4, and within hours i had an email back to confirm, i find with a lot of places they seem to take a long time in getting back to you, and then they will lose custom because i would just look on another site, plus with it being a xmas present, i wanted to know asap so i could look else where, if it was not the one i wanted, but yeah the service was very promt and good customer service. Ive answered Q.2 as no because ive not had chance to have a look at the bike as of yet, im due for another baby in 6 weeks time and have not been to good, but im going to have a look at it over the weekend to check its all ok, which im sure it will be.