Damaged product, missing accessories, careless packaging, and disappointing customer service

Cash Coverters Key West branch

While I have generally been happy with the service I have received from most Cash Converters branches, this particular branch has left a really sour taste in my mouth.

The gazebo I purchased online arrived with several broken pole connectors and a cracked centre cross bracket. The advertisement showed a gazebo in good condition with side covers, but the covers were missing from my delivery. This raises serious concerns about product quality control and whether the item was properly inspected before dispatch.

I also purchased a watch, which was apparently packed in a tiny parcel and placed loose inside the enormous cardboard box (almost the size of a washing machine) containing the gazebo. Due to the box's size, I discarded it without realising the watch was inside. Nobody had advised me to look out for a separate parcel.

When I raised the issue, I was told that camera footage confirmed the watch had been packed. The response made me feel that the responsibility was being placed on me, rather than acknowledging that placing a tiny parcel loose inside such a large box, without notifying the customer, was poor packaging practice.

I am now concerned that I may not be reimbursed for the watch, despite these circumstances.

I have requested a return and full refund for the damaged gazebo. Overall, this has been a frustrating experience, and I am genuinely disappointed by the product condition, packaging, and handling of my complaint.

**I am not surprised that this particular branch has such a poor rating on google.**

Unfortunately, this experience has significantly affected my confidence in shopping with them again.