OnBuy and TCMall Store deserve zero and should be avoided at all cost. I placed an order for a new steam iron with OnBuy on 18 October 2023 and paid £28.47. The item arrived in only the manufacturer’s packaging – no external wrapping for postage. The box had previously been opened and it was damaged. Μy name and address label had been stuck over the label bearing the details of a previous recipient. Royal Mail had put a sticker on the box to say that they had taken delivery of the box in this condition. The iron itself had previously been used and the water tank contained condensation. A used electrical item had therefore been repackaged and sold as new. I immediately asked to return the goods on 21 October 2023. The seller, TCMall Store, attempted to negotiate a price reduction so that I would keep the iron, first of £5, then of £14, which I rejected. I did not want second hand electrical goods. On 24 October 2023 they apologised for delivering a used item. Therefore, they have conceded their mistake. Their reply further stated that they would arrange for collection of the iron and provide me with a full refund if I did not want to keep it. I confirmed that I did not want to keep the iron but after that heard nothing further from the seller. I then contacted OnBuy. They say they have not been able to contact the seller either. On 12 November 2023, OnBuy’s customer support, asked me to return the item to the returns address given using the cheapest tracked service and they would refund the order and postage costs. Owing to the size and weight of the package, the only available tracking option cost £16.45. I returned the item on 13 November 2023 and sent a clear copy of the proof of postage with the tracking number, as requested, but despite contacting OnBuy to ask about my refund, I have heard nothing. Therefore, I am now £44.92 out of pocket. I feel that OnBuy hosts dishonest sellers and has also not behaved honestly or fairly towards me.