I possibly should have come in earlier on this thread but for this to be sorted out both parties need to speak with each other & a public forum is probably not the best place to air grievances like this.
I have been in touch with Gary at Up Up & away to make him aware of the post to see if he wanted to reply but  with Pam, Natalie & Roger saying positive things about his company he's happy with me just locking this thread.
 
More than happy for future posts about problems with wholesalers, suppliers etc but perhaps please remember there is a libel law and what is said on a public forum can be used in a court of law.