When I received the drill, the plug on the charger was broken. Not a problem, I contacted customer services who were great and sent me a return label which I printed out and had to find my nearest drop off point to drop off. I had been asked if I would like a refund or replacement, I stated I wanted a replacement as it was a present. I heard nothing so messaged a couple of times requesting when the replacement might be arriving. Then I get an email saying I’m getting a refund. No explanation. Really disappointed and had to wait a week for my refund to clear before I could order another one with another company. You were great with getting item delivered quickly and organising return, but no good with the communication after I returned the drill. An email apology would have been nice, at least I would have known what was going on and you possibly couldn’t replace the item, but having to chase you was not good, and it was you that gave me the choice of replacement or refund, then decided to give me a refund even though I had twice requested a replacement. Fortunately there are a lot of companies similar to yours, so plenty of choice to go elsewhere and I actually got it a few pounds cheaper.