My son bought a xbox 1 on 4/8/18 @16.03pm and some games and a lead for box, after taking it home and spending time setting it up it would not work properly so on 10/8/18 he taken it back to the shop and asked for a refund which they refused and said they would test it for 2 days under warranty, when he picked it back up they said nothing wrong with it so he brought it home to find it was still broken and once again they refused him a refund as it was faulty goods, so he asked myself his dad to come with him as he felt the manager was aggressive and intimidating as i am an ex-police officer and used to these situations, Today i taken my son to the shop at approx 10am to gain a refund and i seen what he meant, the manager refused a refund, i quoted consumer act and right to refund under faulty goods..he still refused and got aggressive with me threatening to call the police, so i asked for him to call the police and carried on insisting that he refunds over a period of approx 30 minutes with the customers listening, it was only when i posted on facebook and threatened to put it on spotted and called trading standards that he eventually after a battle agreed, but then he refused to refund the £15 for the lead for the box and 1 hour later he was refusing to refund for the xbox1 game £18! even though it was bought with the console, he offered £9, again i quoted the act to him and threatened small claims court, what a horrendous experience it was and surely are not being legal, i am going to trading standards and spotted in every town and a website, horrendous behaviour!!!! over an hour of stress caused by this so called manager. avoid company at all costs!! just received a response from them 15/8/18 so basically they do not care at all....so looks like trading standards now and ombudsman.....dreadful company ….run by franchisees who do not care.....following response received..... Hi Andy, Thank you for writing back with the details. With the help of the details you have provided, I was able to locate the store involved in this order. We aim to always give our customers a pleasant shopping experience, and we hope that their visit can encourage them to positively share their experience with other prospective customers. I have forwarded a feedback to the store management team so that the necessary training can be given to the staff to avoid these instances in the future. I apologise for the inconvenience caused to you in this matter. If there is anything else I can help you with, please do not hesitate to contact us. Regards, Sumeet