We do sincerely apologise that the customer felt let down by the service received in terms of an enquiry. We do sell thousands of products over our six on line sites and it is possible that the representative was unable to locate when looking on the site of the particular products required. The representative would then suggest if a client could browse the site to see if the specific items were available to avoid us quoting on an incorrect/similar product. The e-mail request would have been treated in a similar manner, whereby a check on the site would be carried out and if we do not stock the items, then the client would be advised of this accordingly. We apologise for any disppointment or inconvenience caused.