Why are you buying from Hattons? Go explore the amazing selection of smaller local model shops, the ones who really shall appreciate your business and reward you with free next day postage. Their all online, even Hornby encourages this on their social media.
I can't answer for the original poster, but I can answer why Hattons gets my business - they've earned it.
They reply to e-mails.
I've never had to chase an order from them for over a year.
I've never missed a pre-order because they "forgot about it, sorry, we're out of stock now, would you like a Class 37 instead?"
I've never had them send me the wrong model, and then been "well, it's yours now, we can't take it back, if you want to buy the one you really wanted, we can charge your card again"
And in the cases have gone wrong, including things like missing decoders in DCC Fitted models, the bag of detail parts being missing, etc. they've quickly and apologetically corrected the problem.
I don't get the bad attitude towards Hattons. They are not Amazon, or Walmart, or some giant corporation - they're just a local model shop that's "done good" and grown because they're successful.
By all means, order from your favorite shops, and avoid shops you've had issues with (all of the above are genuine responses I've gotten from "local model shops" about orders) - but telling people not to order from a shop, that is a successful part of our hobby, just because that shop is successful seems counter-productive.