Own your mistakes and apologise in future. Initially Scott was very helpful, we paid a deposit arranged for someone to come out to assess for a media wall and fire installation and had high expectations after the service Scott had given. In short, the people that came out, no measurements taken (if they had this would've avoided a later problem) and no design service offered which was previously promised. Instead it was a 'you design it, we build it'. Because of this we opted for just a fire. As no measurements taken we went in with a photo and measurements of our chimney and were advised of 2 options, we chose one, advised we were happy to install ourselves and Scott said this should be no problem there will be instructions with the fire. The following week a fire was delivered which seemed to not leave enough space either side to support the chimney. We called the shop and spoke with Scott who said he couldn't offer advice we'd need to ask a builder..this threw us a little as he had been quite happy to take our money and sell us the fire with the measurements and knowledge of the space it was going into but unable to then offer advice. We decided not to risk it and return the fire and were offered a refund, or to swap. We opted for a refund and were encouraged to leave money in credit on the account incase we 'changed our mind', so we did. A few weeks passed and we decided to request the rest of the monies back, attended to the shop where Scott advised he'd made a mistake and it was a different amount due to be refunded. He was very dismissive when questioned and abrupt, I said I'd go away and double check our accounts as I wasn't sure it was right - this was dismissed and I left. Upon checking our account I found I was correct so went back to the shop to ask for help with the refund, I spoke with another team member and he asked Scott if he was able to assist me with the refund to which he blunty responded 'I already have' - what a way to make a customer feel valued. Eventually the error was realised and the remaining amount refunded - but I was spoken to very abruptly and no apology made. That's all it would've taken, which I even said in store, to no avail - people make mistakes. We were advised of the wrong size fire, and the wrong amount refunded. Just own it and apologise - there is no need to be rude and dismissive to customers. So disappointed, We'd spoken very highly of yourselves after our initial visits and reccomended you to others as we know how much reviews and word of mouth mean to small businesses - so we will be sure to spread the word.