We ordered an Axkid car seat with base in December 2020 with delivery due by the 30th December. By 6th January we had still not received the car seat and requested an update. We were informed that they were awaiting stock and that the seat would be delivered in the middle of the month. Several phone conversations then took place with customer services where I was given misinformation. I was offered the same car seat in a different colour which was in stock and available for next day delivery only to then be told, I can't send it out to you as there is no profit in it for us. The customer service lady then threatened to cancel my order because I advised that I was recording calls for my personal records. She alleged that I was not legally allowed to do this. I told her I was and am allowed under GDPR as long as they are for my use only and not for any third party. I requested management intervention and on Monday 11th Jan received a call from a manager. We were then informed that we would not get the car seat until the end of the month. The conversation continued and a second phone received advised that my car seat was now in stock and being dispatched the next day so would arrive on Wednesday. I have to admit that this lady was very sympathetic and appeared to genuinely be trying to help. Wednesday came and went with no car seat. The car seat and base arrived on Thursday 14th. We video'd the opening and inspection of the items for our benefit and I am so pleased we did as the base of the car seat was broken and split with clear scratches too. I called customer service and requested the same manager call me back. At this time of writing this despite being promises this would occur this morning, no call has been received. I have requested a new car seat be sent out urgently and this has been refused. They have stated that they would first need to collect the car seat, inspect it and then order a new one. This is completely unacceptable. I have never before encountered such appalling customer service.