A never ending story

On 13 December 2019 I placed an order online for an Elllies Inverter Trolley. The builder website only allows you to purchase items which are in stock - you have to select the item that you want from a branch that has stock which is what I did. I selected the Robindale branch which showed 2 units of the Inverter I wanted. I also paid for express delivery.

Granted 16 December was a long weekend so I allowed extra time for delivery but after a week I had still not received the item which is when I decided to call. The call centre staff, although well intentioned, weren't extremely helpful. They struggled, for example, to understand why I was annoyed at having paid for priority delivery for an item that had not arrived a week later - they seemed not to understand it conceptually. After a number of follow-up calls, I eventually drove to the Robindale store on Sunday, 4 January where I spoke to the manager. She was extremely helpful and understood my position clearly. She undertook that when the supplier re-opened they would prioritise sourcing and delivering an inverter for me. We subsequently found out that the original model of the inverter I had order was no longer available so I was promised I'd get the equivalent of the model I had ordered or better.

On 14 January, a month later, I received email notification of a credit note. I called in to clarify what was happening as I had clearly communicated to everyone who offered me a refund for the item that I did not want a refund and that I wanted what I had paid for. The call centre put me through to someone at the store and they clarified that they had actually found a unit for me which would be delivered to me that day.

When the unit arrived it arrived in a tattered box which I can excuse but when I opened the box the unit itself was filthy and covered in dust. In addition the extension cable supp**** with the unit clearly showed signs of use and was covered in scratches and dirt. I dusted the unit off and there are clearly visible scratches on it showing that it's either a demo or used unit.

I then plugged the unit in to check if it actually worked, which it did. However, one of the switches required to alternate between the "narrow" mode and the "wide" mode is broken (see IMG 7565)! So not only have I had to wait a month for a unit but it seems I've been sent a filthy, broken, demo unit!!! This is completely unacceptable! I'm feeling incredibly disrespected as a customer. This is just not on.