I'll state the simple facts and let you decide what you think: Partner ordered an "open box" A1 refurbished laptop for me this Christmas. The LD site describes A1 as "at very worst very minor cosmetic/removable blemishes". Arrived 4 Dec but partner didn't open it immediately as he wanted me to have the excitement at Christmas. On Christmas Day it was more horror than excitement; despite perfect outer packaging the laptop had a huge dent and scratching through to the metal on the lid. That very day partner emailed LD to notify the problem including photos. Received a reply saying since it was more than 14 days since receipt they'd do nothing for us. He emailed again stating the item was not as described and it was his right under consumer law to receive a full refund and got the same response. He then phoned LD and had a conversation explaining that he knew his rights under customer law and the female rep stated that LD also knew their rights and would not refund. She was not exactly rude but not apologetic or pleasant. Partner decided to multi-track and put in a claim for refund via Amazon (as paid via Amazon Pay) AND contacted our bank and completed an S75 credit card claim We then spoke to Citizens Advice and used one of their template letters which we sent, "signed for" to LD restating our request for a refund and directed it to Head of Customer Services (all of this disrupting our long-awaited Christmas holiday). Got a reply from LD stating that a case handler would be in touch within 8 days. This did not happen. BUT on 12 Jan we received an email from Amazon stating that our refund from LD was being processed. In the absence of any contact from LD we are not quite sure how this refund came about, but the money has indeed been refunded onto our credit card, and we will set about rebuying elsewhere. I have given 2 stars because although it turned out OK in the end we were caused worry and considerable effort spoiling our Christmas and if we had relied on the LD customer services helpline we would have been left with a very expensive lemon. Was this a deliberate tactic to fob us off with inferior goods? Was it lack of staff training? We don't know. We have bought from LD a couple of times before and received goods that were exactly as described but on the basis of this experience with their customer services we won't buy there again.