We ordered this product just a few days before Christmas,as keeping all the food hot and fresh for lunch has always been difficult in our small kitchen. The item duly arrived but unfortunately was damaged and unusable.We immediately contacted the helpline and were pleasantly surprised by the response. The first question was "Would you like a replacement" and the second was " Do you want it for Christmas" The answer to both questions was of course yes. The replacement arrived on the next working day! This is excellent service, which is a bit rare these days. The buffet server proved to be as good as the service and did exactly what we wanted it to do, keeping the food piping hot throughout the meal.