Same as others! Ordered hedge trimmer with express delivery. When it hadnt arrived in a week, I emailed. No reply. Emailed again. No reply. Called, waited in queue for ages, got guy who said they'd sent it regular delivery, but would send a cheque for difference, which they did. When it finally came, missing a part. Emailed, etc. no reply. Called, waited, etc. Spoke to guy who said they'd send replacement right away. Didn't arrive. Emailed, etc. Called, waited, got guy who said I shouldnt have been told they'd sent it right away as it took 3 weeks for the parts dept to do this. I said I wanted a refund instead. Guy said OK, we'll arrange a pickup. Pickup hasnt showed up. Mercifully, I paid with Paypal, and opened a claim. NOW I get replies (from Tracy, customer service manager)!!! But still no refund. BTW Eckman are "really" Direct Response Fulfilment, Euro House, Dolphin Road, Sittingbourne, Kent ME10 3US.