While I'm aware of the regulations covering the sale of goods, and I wish more people were
tbh, the vast majority of companies operating in the UK will only follow the regulations
at the most. Many companies will even deny consumer law exists unless you press them on it "we only give credit notes" when you try to return faulty parts or seemingly not realizing that the courier is their agent and they have responsibility for them.
Actual, honest-to-goodness, customer service is very in-frequent from English companies and this can also carry across to foreign companies and their CS people. My father actually commented once on how nice the CS was when he ordered a coat from Land's End. "Yes, sir" the operator told him "we're an American company."