Approximately 5wks ago I was in the market for a new vacuum & had decided on a Samsung bespoke jet elite extra stick vacuum ( $1400 from Harvey Norman or the Samsung website ) Whilst browsing buysmart appeared & had the exact vaccum I was looking for but was $500 cheaper priced at $900. I then discovered buysmart sell factory 2nds hence the lower price. It came tested & with a years warranty so I thought why not so long as it works, I mean who doesn't want a $500 saving. I then processed my order online & was told it was being preped for transport & would receive an email when it leaves the warehouse. 5 days went buy & no email so I rang the contact number & spoke with John who informed me he will check the warehouse & get back to me within an hour or so which he did but only to inform me that the vacuum had been "lost in transit" & that left me 2 options. One a full refund or two I could wait 2-3 weeks for a replacement to come in so I decided to wait. After a week & half I was checking the buysmart website to see if they had my vacuum but they didn't however they did have the next model up ( Bespoke jet AI vacuum $1500 but $1000 at buysmart) so I rang & spoke to John again to see if I could upgrade to the AI to which he said that would not be a problem but because there was an issue with my original purchase he would sell me the AI model for the same price ( $900 ) that I had already paid for the lower grade vaccum thereby saving me an extra $100. A $600 dollar saving in total. When the vacuum arrived the box was a little rough but everything inside was well protected. I have tested the multiple vaccum & motorised mop heads as well as the dust free dispensing system several times & everything works as it should so far. I'm very happy with my purchase but I have to say there's a lot to be said for customer service & John did an exceptional job. He was quick to sort out my problem & bent over backwards to make things happen without any lame ass excuses,hesitation or apprehension. As far as I'm concerned he went above & beyond & that is why buysmart get 5stars but also my recommendation to shop with them. My experience with buysmart may have had a few bumps in the beginning but it was well worth it therefore they now have a loyal customer. Simply outstanding.....keep up the good work.