Hungerford Pet Shop - www.hungerfordpetshop.com

I ordered a glass 'Critter's Choice Small Animal Habitat', which took a week to be dispatched. When the courier arrived to deliver it, he asked if the product was glass - I confirmed it was. He shook the box, and there must have been hundreds of small pieces rattling inside. The courier said he would return the parcel to sender unopened and unsigned for. I informed the seller by e-mail of the damaged delivery. I didn't even touch the box (which hadn't even been marked 'fragile glass'.

They refused to replace the item until the parcel was returned to them, saying 'I can't afford to replace it myself'. They also said I should have accepted the parcel & had, therefore, chosen to 'give the parcel away'. After several further e-mails and telephone calls to investigate where Yodel had sent the parcel, the seller spoke to the courier. Several hours after this conversation, the parcel tracking notification stated 'parcel destroyed'.

Hungerfordpetshop.com have now confirmed they will not refund my money, or send me a replacement product. It was paid for with PayPal, and I have raised a claim with them. Hopefully PayPal will resolve this, or it will be a trip to the small claims court.

This online company would appear to be a run by an unscrupulous man with no knowledge at all of consumer rights, or his responsibility as a seller - avoid at all cost.