I have used them several times before and all went well. This time one of the items had a broken casing. Online correspondence asking to organise a replacement resulted in my offered 10% refund. I declined and said I wanted a replacement but the operator said the part refund is all that they would offer. Then I rang and insisted on replacement and they increased offer to 20% but said that was final. If an item is delivered broken I have every right to a replacement. I asked to speak to manager who asked if I had used the product. I said I had tried it whilst waiting for it to go back (it would obviously have to be binned with broken case) and she then said they would not take it back under any circumstances. Why lose customers in this way>