I received a large order. Two of the large items were broken but were replaced with no issues. However, this slowed down my work as I had to wait two weeks for the first order and one more for the replacements. I then opened the shower head only to find it was both damaged and very poor quality. When I called in member of the sales team answered and was most unhelpful telling me that ‘obviously the after sales team closes at 5.30.’ When I asked for a call back from this team I was informed by him that he would raise a case, but could not ‘force them to phone (me) back, as they were very busy’. Nothing happened; no call. I tried again and spoke with another team member who was again rude and unhelpful. He talked over me, telling me that he could not help as it was past the 14 days - despite the fact that I had not opened the product until then as my tradespeople has to be delayed due to the earlier issues. I asked to speak to a manager. I waited 10 minutes on the call only to have him return to say his manager agreed to a refund. I did mention that I had actually asked to speak with the manager. However, keen to move on I accepted the refund. As discussed, i sent a picture and received an email telling me a replacement would be sent. This, despite the fact that his earlier email had agreed a refund. I would like you to look into this and come back to me please. I have no desire to receive a new shower when the one I received was not good quality.