Poor service after purchasing damaged goods online

We ordered a Mellerware Modena from Boardmans online, even though it was more expensive than at Hirsch's (at the time) - as we preferred the ease of ordering online and having it delivered.<br> <br> However, when we used the coffee jug for the first time - the handle came loose. Luckily no-one was scalded by the hot water in the jug.<br> <br> My wife lodged an online query on Monday (25 Jan 2016) with Boardmans and received an automated response that they will respond to our query within 24 hours. <br> <br> We received no response by Thursday, so my wife phoned Boardmans (online team). They told us that we have to visit a Boardmans branch (there goes the convenience of online shopping!) taking along the whole machine and then the will 'possibly consider' whether it could be replaced.<br> <br> We are very disappointed that a retailer that we though were somewhat more 'exclusive' delivers a sub-standard product and then treat the customer as if the customer is at fault.<br> <br>