Nice product, atrocious service

I bought a hood from Premier and wish I hadn't bothered. The hood itself was fine. The splashback I bought to match it had a small manufacturers scratch but we cover it with marker pen and you would have to search to find it.

We have high ceilings and when we put it up, we discovered the chimney part of it wasn't big enough. That was completely our fault but the chimneys aren't very high. I phoned and asked for an extension ( I mentioned the splashback and the guy said they'd had a lot of issues with them!) and the delivery came the next day but it was another chimney. Due to the way they go together (one inside the other) it meant that we couldn't use this.

We phoned and spoke to Premier who kept saying we could use it. After numerous conversations, the technical team called back and agreed we couldn't use it and an email would be sent authorising the return of the chimney.

2 weeks later and the email hadn't arrived. More calls later and we got the precious email. I then contacted them to make sure my postage would be refunded. I was told no because the item could be used as an extension! I tried again, same response!! I phoned and was told, yes the postage would be returned, so I sent the item via Parcelforce costing £12.92.

A month later, I had to call again. 4 days later and the original cost of the chimney had been refunded. When I called about the postage I was told I had been paid as they charge £5 to send it so that's all they refund but it would be looked into. I'm not holding my breath.

The original hood I'm pleased with but it is a bit short and when you look closely it could fit better. The 'service' however, is atrocious. Avoid Premier Range like the plague.