I ordered a Store It Out Nova Storage Box on the 1st July 2024. What follows is my explanation of why you shouldn't order a Keter product. The unit arrived seven days later. Keter, for good reason, make it clear in the manual that you should check all the parts. This will be no surprise to anyone who has read any of the other reviews, but the base of the unit had a plastic part that had snapped off, and they had sent two right walls, and no left one. Pretty standard. Keter are clearly in the middle of a huge issue with their quality control (as you can see by the request to email Escalations before leaving a review). My hope was that as this was so common, the next bit would go smoothly. Sadly not. The required parts were not in stock. I was told these could go on back order, or I could use their collect and replace service. They had my money, I needed the unit, so unsurprisingly I asked for a replacement. They don't make this easy, as you have to send in a full report of the issues, together with photographic evidence. They also require you to package the unit back into the box, which isn't a small feat. Surely they couldn't mess up the collect and replace service? Again, no surprises here, but Keter have chosen DX as their delivery partner. Twice they showed up at my door, with no email or text as to what day they might arrive, never mind a timeslot. But hey. They are cheap. So that's okay. I wasn't in. When they did arrive (you probably guessed this), they were there to collect, but had no record of a replacement. It had now been over two weeks since the original order. I should say that their staff were very quick to point out that Keter are not an easy company to deal with, so I can't blame DX for this too much. Back to Keter. No, I'm not waiting in on the off chance, on some random day, a replacement may arrive. I asked for a refund as per the Consumer Rights Act 2015. Surely a company can't mess this bit up? Surely? Despite asking for a refund on the 16th July, and chasing it every day, I was repeatedly told that customer services cannot process refunds. They can only 'request' it. This was clearly a delaying tactic, and so sadly we got very close to the point of starting a Section 75 chargeback with my bank. One last go before banks and solicitors get involved. I remembered the Escalations Team. Tracy - thank you. Refund immediately processed. Apology received. Everything that should have happened in the last two weeks, sorted. But here's the rub. It shouldn't need escalations. How do vulnerable customers, those who aren't able to spend the effort chasing Keter, or those who lack the confidence to do so, supposed to get a resolution? Do not buy from Keter. Just don't. Order #: GB_060017080 Case #: 01174959