All started so promisingly when dealing with a polite and helpful lady. Consequently an order was placed for the RACTEA90-2 ride on mower. The delivery people were very polite but as this is nothing to do with MowDirect this doesn't warrant another star. When the item was offloaded and taken out of the cage, the problems started. The tractor would start without a problem however it wouldn't drive forward or back. I spoke to a man who advised me to remove the chute at the rear of the unit and to apply the foot to the brake to allow for the drive belt to be replaced. this was duly done. I was offered £20 compensation for my troubles and also informed that this had happened to someone else only the day before. This doesn't offer much confidence. However the machine drove for 20 yards and the belt came off again. Now being no expert on these machines I rang back and spoke to the same person who gave a few options, 1 they would send another belt from another tractor to attach. 2 they would send a replacement. To me it was clear that sending out another belt wasn't the answer and that during this period the grass was going to grow at an alarming rate. I therefore opted for the 2nd choice, a replacement as this machine wasn't fit for purpose. This is where the person I spoke to told me to consider another lawnmower that was another £600 dearer as I had bought the budget version and this was the cheapest machine around. He clearly didn't understand the term not fir for purpose as he claimed the lawn mower didn't meet my requirements for purpose. The conversation then took another turn when he said he would arrange for a kerb side collection of the item and that I was expected to lift the tractor onto a pallet. I explained that this was a ridiculous comment to make and not feasible due to my health condition. I was quickly told that this isn't there problem and that it falls with in there terms and conditions. By now I was a little aggrieved by his tone and not accepting of his thoughtless request, I said I would have a field day on social media with this company. Now somehow this has been construed as threatening behaviour when all I would be doing as I am right now is reporting factual information relating to the service I experienced. I eventually agreed to attempt to get the lawnmower on the pallet when the courier company arrived. I also requested a speedy turnaround as they wouldn't offer a replacement until the faulty machine was returned. They would look to see what could be achieved. By now this person was taking everything personally and saying that he had done everything he could to resolve the matter and I was wasting his time, That was rich coming from someone who clearly didn't understand my needs. The final straw came when they decided to send a courier out for collecting the item and that they would now refund the money as they didn't want to deal with me. I would urge anyone that want to consider dealing with this company to think long and hard about giving up your hard earned cash so easily as to add insult to injury, I wouldn't receive my refund for 14 days after the return. This I am afraid is unacceptable.