Ordered quite a large BBQ for over £300. the order process was quite smooth and frictionless. The communication regarding the delivery date was also very good for what was quite a heavy package, requiring two men. The BBQ itself was sold as being a professional quality BBQ. This claim I later found out to be untrue!. The manufacturer stated that the bbq grills need to be heated to a certain temperature before first use to burn off the manufacturing residue. Doing this process caused the paint to peel off the outside of the BBQ. I reported this back to Keen Gardener who advised that this is my fault and I need to repaint the BBQ with heat-resistant paint. This is an unacceptable response and I requested a refund. I ended up raising a complaint through the payment provider and nearly a month later Keen Gardener is still dragging its feet about resolving the issue and issuing a refund. The customer service is not very customer orientated. As an online retailer, Keen Gardener will be aware that online orders are subjected to 14 day returns policy and that the retailer, not the manufacturer is responsible for warranty claims. Keen Gardener insists on referring me back to the manufacturer. All in all, i will never use this retailer again