We bought a crystal water carafe, when it arrived they had sent 2 one with a broken handle and the 2nd was chipped in a number of places inside, The items were badly packed in a large box, in which they would have been ratting around, I sent them an email straight away with pictures, and asked them to arrange pick up and that a credit note was unacceptable, as I wouldn’t be purchasing from them again seeing the quality of their goods, I also wanted a full refund including the delivery charges which I have had to pay both ways, this had all been stated on the delivery note they wanted to charge £15 and that they would send a credit note, after they had deducted their delivery charges both ways, I waited a week with follow up emails but they didn’t respond, so I posted it back at a cost of £11 to myself, it has been 4 months now and they have not refunded me or responded to my emails, I am now going to contact trading standards and start legal proceedings.