Robert Dyas Richmond Branch. I bought an £18 Thermos flask labelled "Keep Hot 18 hours". Liquid was lukewarm after 12 hrs! Explained to Cashier A but Cashier B, who was serving another customer, piped up that they cannot refund. He sounded aggressive and went on to state that because it was used and not defective they will not refund and that the label states ".. up to 18 hrs" (but the words "up to" are not on the label). He implied that it does not need to stay hot for 18 hours. I asked to speak to the Manager as that Cashier B's manner was uncalled for and his knowledge of customer service, consumer rights and Sale of Goods Act was found wanting. He then asked Cashier A to take over his till so he can go to his manager's office. He came back & stated they will refund as a gesture of goodwill. This is not goodwill - this is a right to a refund on a branded item which did not meet up to its advertised function. Cashier B clearly needs to be trained (or retrained) on customer service and consumer rights. Very poor and rude service.