I bought a TV for a new house and did not unpack it until I had moved in, a few weeks later. Screen was then seen to be badly cracked. They refused to accept any liability (thereby accusing me of lying) and only after several emails and two telephone calls did they offer to send (as a gesture of goodwill!) a replacement if I paid a further £100 on top of the original cost of £299. I had no alternative but to accept, since the alternatives were i) for me to write off the whole £299 and buy another TV elsewhere or ii) instruct solicitors to seek reimbursement in full. Both options would have cost more than the £100 they proposed. I bought from Richer Sounds firstly, because it is a large and reputable organisation and secondly, because I had purchased from the company previously, and had no complaints. On this occasion, however, the company's behaviour has been extremely poor, and it has displayed its greedy, bullying nature. Do not use Richer Sounds, if you are looking for a company that will treat you well, if something goes wrong that is not your fault. Disgraceful after-sales customer service. Interesting to read an earlier review (Declan) which recounted an identical scenario and he apparently did receive a free replacement! Some discrimination there, I think. Richer Sounds - review and comment on our different experiences and why I am being charged for the replacement.