Convector Heater Glass TAURUS Red: Received a second-hand unit

I had ordered a Convector Heater Glass TAURUS Red 1500W.

I clearly received a returned item: - The packaging was so badly damaged that I could see it had been opened and resealed. - The unit has slight scratch marks. - All *****s were missing, but luckily I had some suitable ones to hand. - Something was rattling inside the device, so I turned it upside down and a loose nut fell out.

The product page did not state that it was a second-hand item.

Customer service responded very quickly and even phoned me to credit a voucher to my account, but customer service isn’t authorised to make a decision; only the department manager in Boksburg can do that. However, he didn’t deem it necessary to make a decision. Instead, I’m frequently receiving template emails stating that the case is closed.