Customer services option is bad and long winded. If a buyer says they have'nt recieved goods they get a full refund even if you have proof of posting to show. If there is a problem with goods you have brought then you have to send it back at your cost to get refund. the customer services usually favours the bad party rather than the innocent seller.
Our bath arrived with no shrinkwrap on so had a small black mark to one corner and quite a big scratch in actual bath, I rang customer services after being on hold for around 7mins and they were helpful and polite but only offered a 30 pound refund on a bath costing 250 pound! we accepted as it was the 2nd bath and had to fit it as on time scale. The bath panel also cracked but was replaced next day at no cost to us. We did have to arrange and pay for the cost of sending the 1st bath back costing us 69pound.
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