I received my order in the post and it looked like it had been kicked here, not transported in a van. When i opened the box it was obvious immediately that it was not a new item, as the original bags and wrapping were all ripped open. The item itself didn't have the original cable ties on the wires and it had marks/scratches on it. After trying 5 times to contact the correct department at box to organize a return, and after 30 mins left hanging on the phone, i tried option 1, not the correct ext 2, even though i knew it wasn't the right department, and got an instant voice. Although very polite this person recommended that i redial the other option and keep ringing until someone would eventually answer. I would need to fill in the relevant return form online and get a return number from the other department. Also that any refund could take up to 2 weeks to get after the engineers had inspected and tested the return item. All this Even though my complaint wasn't that it didn't work but that it wasn't NEW as i expected! Not happy with this ridiculous information i realized if i wanted this problem resolved before Xmas, then i would have to drive a 50 mile round trip to box and personally return the item myself, as box's phone lines, customer service and returns policy are an absolute joke. On my arrival i was pleasantly surprised (as i was expecting more problems) to find that the person who served me immediately recognized that the box was not new. Apparently it was something called an open box. He said he could order in a replacement, but didn't know when it would arrive, or i could have a refund (presumably onto my visa card and not instantly). I opted for a replacement that i saw sitting on the shelf in the showroom that apparently wasn't showing as stock. Probably because its the one i should have been sent originally? So, problem solved after wasting the best part of the day sitting in Birmingham traffic wasting time and petrol. Obviously i will never shop with box ever again, simply because of there appalling customer service helplines, that no one actually answers and there pathetic online returns policy.