Where to start? I ordered a chest freezer (Tefcold SE40-45) on 2nd April 2024. They delivered on 4th April without a set of keys, so they sent a replacement set out which came a few days later. Great so far. I then called to point out on the (9th April) that there was a fault with the freezer overfrosting as air was getting in, and we had let them know well within their given time frame. I emailed the same day with photos, as requested, from every angle to show the problem. I received an email the next day to say they were in talks with the manufacturer about it and they would get back to me. 11th April they emailed for contact details for an engineer to attend site, 12th I went back with said details. I didn't hear from them after this. On the 18th April the engineer turned up without any warning (he did try to call about 5 minutes before he turned up, but a tad more warning from FFD would have been preferable). He tried to repair the problem but advised us what the issue was and that it would need parts as it was indeed faulty. I then emailed FFD customer service WHILE THE ENGINEER WAS STILL ON SITE, and advised them that although I realise they likely need his 'official report' before they could take any sort of action, we had already lost time and money by not being able to use the chest freezer (long story short, the lid is bent, so the seals don't match up. It means we can use it but it has to work a lot harder to get to -45, so our electricity bill rocketed overnight!). I asked that instead of a repair, they give us a full refund and for someone to come and collect it. A week later on the 24th April I finally got a reponse to say that they were not able to offer a refund at this time, and that the manufacturer had already sent the replacement part out, despite me asking for the opposite to happen. They sent me information about their policy which does not apply (items older than 28 days etc. when we were only on day 22), and now they are actively not responding to my emails, which I suspect is to ride out the time until the warranty no longer applies. This is where I am now. They're not responding to my emails (I last emailed on Thursday 25th, and I'm not getting anywhere, except for the time passing by. I would not recommend this company; they're not selling the products, they are just a middleman for the manufacturer and therefore will not take any responsibility (but they'll take your money quickly enough). They act as if the manufacturer is responsible but yet you have to deal with them? Makes zero sense to me...