Proviation are utter Carp and nick has no idea of the simple principles of customer service.
I eventually received my 900 pound life raft, but it was without doubt the worst service I have received from any company. I cancelled the order, emails ignored, replies not sent for days on end. Nightmare.
I think they are basically honest, just useless, so I'm sure you will eventually get your money back. They seem to disappear a lot.