I am over 75 years old and I have been buying online for many years and never come across such a terrible company as SGS-Engineering for there customer services manager. Yes many 5 star mainly for fast next day delivery, but when things go wrong, they do not deserve even 1 star. I am not rich and only on a state pension but after meeting a very poor family on holiday a few years ago I wanted to purchase a petrol strimmer for him so that he could earn a little money to feed his family. This man who lives overseas and has 4 young children and for so many reasons to list here, cannot find work and struggles to provide for his family like food clothing and even shelter. He could make a small income if he had a strimmer by cutting local peoples rough grass and shrubbery as he did once work as a gardener. I ordered a petrol strimmer from SGS and booked the shipping through a shipping company. I wanted to send it as it was delivered to me from SGS already boxed up. On delivery the driver from DHL pulled up at my front gates and left the box outside . I saw him from down my garden but he drove off before I could collect the box. I went to pick up the box but noticed it was very damaged and split open and when lifted the parts were hanging out. The strimmer parts were all over the place inside the box as though it had been thrown around or had been a returned item that someone had previously sent back. I contacted SGS straight away as in there terms and conditions it states that if the packaging is damaged you are to refuse to accept it. This was not an option owing to the currant distancing and did not get the chance to speak to the driver. I phoned SGS customer services and told them I wanted a replacement sent out as I wanted to ship it to another country and that I had booked and paid a shipping company to send it. I told them I could not send it as the box was broken and there was a strong chance that the strimmer could be faulty or parts missing because of the condition I received it in. I was asked to send photos to them which I did straight away and told them I could not send it all the way to another country only to find it was damaged. I received a reply from the manager telling me that it looked like it was only the box broken and everything inside looked OK and told me to tape it up and send it and he hopes my friend likes his gift. My wife and I were really shocked at his reply so we phoned him and had a heated conversation trying to get him to understand how risky it was to send this as it was, but he would not agree to exchange it. He eventually agreed for me to return it for a refund but I had to pay £23 for the return which he will not refund me. I have not had such appalling service from anyone else in all the years of buying online and we had wait a while and to phone a couple of times to get my refund. We are very upset about this and we have to order one from elsewhere and re-book another shipping date. I would never recommend such an appalling company as SGS-Engineering.