This is one of the worst customer experiences I have ever had with an online retailer. On Tue, 4 May, I placed an order for 8 hard drives. The order was shipped on time on the 5th May, and I received the drives, which were well packaged. Sadly, one of the drives was faulty on arrival, so I initiated the RMA process. I posted the drive, insured at my own cost, and following testing was given the all-clear by them for a replacement drive by Fri, 14 May (2 days in testing). The order was then held in “Your return has now been passed to customer services for completion.” and “Awaiting product dispatch/refund"... On Wed, 19 May I raised a ticket to check the status with Customer Services. I got back: “Your ticket is now solved! Helen Thu, 05/20/21 9:06 am Hello, The replacement unit will be dispatched today for you and be with you tomorrow. Many thanks, Helen” A little annoyed that I had to request an update for the order to proceed, I decided not to worry, at least it was being shipped now… On the 22nd May, still no change to the order status… so I sent a message: “I can see that in the web UI, this still shows as "Awaiting product dispatch/refund". Was the unit dispatched yesterday / today? Also will I see a shipping tracking number anywhere?” … no reply. 4th June, I opened a new ticket… and got: “Hello Jon, I truly apologise for the delay. It appears that we have no stock of the ST16000NE000. We have ordered some but the ETA is unconfirmed at the moment so as soon as the stock arrives we will ship the replacement. I apologise for any inconvenience caused. Kind regards” So, I waited for them to get back to me… and waited… 29th June … I opened yet another ticket with them after I checked on other websites for stock levels. 3 other providers had available stock; broadbandbuyer still didn’t. “Please be advised that there seems to now be no ETA for more stock of the Seagate ST16000NE000 IronWolf Pro 16TB SATA Hard Drive for NAS w/ 7200RPM 6Gb/s 256MB Cache from our authorised suppliers at this time.” I enquired when there would be stock, again, I offered to maybe take an alternative 18tb product and pay the difference… and was told: “Please be advised that the ETA for the Seagate ST18000NE000 IronWolf Pro 18TB SATA Hard Drive for NAS w/ 7200RPM 6Gb/s 256MB Cache is yet to be confirmed, however are hoping for a delivery with these to arrive within the next 1-2 weeks. Pricing for the 18TB drive is to be confirmed once stock lands. Would you like to amend this replacement order to the 18TB version once the stock arrives? Alternatively, we can refund you the price you originally paid for the 16TB drive.” After a long email thread, I asked them to let me know when they had this stock in, and I would pay the difference for the 18tb drive. I waited, and waited… 15th of July, after 2 weeks had passed, I emailed them once again. They say there is still no stock, and no ETA on either product becoming available. So, I finally capitulated and accepted a refund, accepting that I will be out of pocket, as a replacement is now ~£100 more at other suppliers. They quote me a refund of £344.77 + VAT. This is when the final insult happens. After agreeing, I get a 2nd email saying there had been a typo in their previous email, and that they have already cancelled the order and issued a refund for £334.77 + VAT. They did not contact me to ask if this was still ok - they just went ahead and processed it. So now I am out of pocket for yet more money… All in all, the saga lasted over 2 months. I have been without my HDD for the whole period, watching the price going up, and there always being stock available at at least one other retailer. I am out of pocket over £100. If they had just told me that they could not fulfill the order, I would be less annoyed. What makes it worse, is that they will presumably be getting my warranty replacement from the manufacturer, which I’m sure they will sell at a profit. The communication has frankly been awful, and I have had to chase multiple times. Never have they tried to make it right, and never have they offered me anything for the inconvenience caused.