I ordered and paid for a replacement jug for a coffee maker from this firm on 18 December 2012. I was advised that despatch would take 3 to 6 weeks, as they were out of stock.By 12 February 2013, still nothing, so I enquired by email. No response so phoned on 20 February 2013. Told item in stock and would be shipped at once. On 25 February 2013 I received delivery of a different jug to the one I had ordered and paid for. I alerted the firm to this at once. They advised that they would get stock of the correct jug within 3 weeks. I should hand the incorrect jug to the courier on delivery. Still nothing by 2 April 2013 - enquired, and advised jug still not in stock, and firm now confused as to what they are supposed to send me. At last I gave up and advised them to refund me instead. Firm advised me first to post incorrect jug back to them, which I did on 8 April. The firm collected the jug from the post office on 15 April and undertook to process my refund, but did not. When I requested proof of refund on 15 May 2013, I was advised there had been a "delay". On 21 May 2013 I finally received a refund, but not of the full amount. There has been no explanation of the deduction.
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