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“Faulty product - no refund”

written by MattLondon2016 on 17/10/2016

I ordered a Stuart Turner water pump for £498. It arrived 1 week later than promised (I'd called to double check with them before ordering). Much worse than that though, it arrived incomplete, damaged and evidently previously used (some parts were still wet). I rang and was told to fill in the form and send it back. This I did at an extra cost of £55. That was 5 weeks ago and still no refund or reply. I rang today and was told it had been collected by the manufacturer who needed to check it (my contract is with Bella - not the manufacturer - and they supplied faulty goods). I asked to speak to a manager, was put on hold for 30min, and then they cut me off.