BPM Toolcraft Very Dissapointing!

With so many online products choices one can only hope that the online company one choose will deliver great results. However, with my case, I was send a demo/ or used heat gun, but I made my concerns known immediately. They send me replacement with email that read something like... I should be grateful for the replacement. Not the exact words but I coukd read between the lines... Furthermore, I have purchased a grinder m/c more than a week ago and send them several emails but they haven't send me my urgent grider and they are avoiding my question... where is my grinder??? I believe that they might keep the grinder as a way of collateral for the demo and/or used heat gun.