Sarah N.

I ordered a grill and cover from this company. The delivery was partial as the cover never arrived. I thought this would follow. We assembled and used the grill noting that it didn't close and part of it was bent.

2 days later I received an email that the grill that had been delivered was a mistake as it was of a "superior quality" than what I had ordered. I was given 2 options - to pay an extra £100 to keep the grill after which my cover will be dispatched OR to pack the "unused" grill in it's original packaging so as to receive the right grill that I had ordered plus the cover. I responded to the email saying that (a) I had bought the grill to use it and had already assembled and used it and discarded the packaging and (b) that I had ordered a grill that I had budgeted for and therefore didn't have extra money for this superior model. I was however happy for them to take away their "superior" model and send me the right model.

Several emails back and forth and they have now turned to threats "that should I withhold an item that doesn't belong to me then the seller has the right to charge for everything." Within that threat is advice that should I order a cover from elsewhere it won't fit because the wrong grill that was sent to me has a chimney... I simply don't know whether to laugh or cry...

They have offered to reduced the £100 to £70... the point that they are missing is that the mistake is theirs, the grill is faulty and that even if I had the money I would not be paying extra for a faulty grill that I didn't order to a company that uses threats to cover their mistakes. The most shocking part of the whole experience is the tone of the emails being sent.

I am convinced that this was a ploy for me to buy a more expensive grill. Had it been a genuine mistake they would have dispatched the cover together with the grill on the day I received the grill.

I am escalating this and advising anyone who cares to read... DO NOT BUY FROM THEM. I had never bought from them before but I certainly won't be. Be warned.