Staff are clearly either incentivised or bullied (and I am not sure which is worse) into toeing the party line - they were so horrible to deal with, even the "supervisors" and so-called "managers" . My story...I ordered an air conditioner, and having searched many sites and models chose a vented model Electriq model AC9000E for the sole reason that it came with a "window fitting" as I was keen to minimise my electricty costs (of cooling additional hot air coming in through an open window whilst the air conditioner was on) The appliance arrived, but the window fitting WAS ONLY SUITABLE FOR SASH OR SLIDING WINDOWS!!! This was NOT in the product description so wanted to return it as "not fit for purpose". However when I rang to find out how I get this 25kg item back to the company for a refund I WAS TOLD THAT IT WOULD BE CLASSED AS "UNWANTED" AND THEREFORE RETURN SHIPPING COSTS WOULD BE AT MY EXPENSE. I argued that their product description gave no indication of the very limited window types that this was suitable for (and now wait for this....) they said it was "CLEARLY STATED IN THE USER MANUAL THAT THIS FITTED ONLY SASH AND SLIDING WINDOWS" and that I SHOULD HAVE READ THE USER MANUAL BEFORE PURCHASE!!! Who reads a 13 page USER MANUAL BEFORE buying a simple air conditioner?!?!? They said they would collect the item for £20 fee, I refused - and spent several days and at least 3 hours on the phone with them trying to resolve this - for me it was a point of principle - but this company is so badly run that they could not work out that 3 hours of their staff on the phone talking to me (along with the bad press I will post here and every chance I get) was worth far more than the £20 collection fee. In the end I sent it back at my own cost (£11 via UPS ) and have since received the refund for the cost of the item (not delivery or return costs) NEVER EVER AGAIN SHALL I DEAL WITH THIS COMPANY - STAY AWAY!