Loot customer service suks

i order a HOB and Oven online from the provider , with the promise to have it delivered within 5 - 7 days, more than 10 days later the item arrived.

on inspection i found the item to be defective and sent an email to their support email address with pictures and details surround the damage to the item.

on calling their call centre the next day at 8:00 for an update, i was informed to call back later at 9:00. i was then told to log a return request on the web site and they don't take calls for returns..i should have been told the first time when i called and not asked to call back after 9:00.

i completed the online return request and was informed it would take another 72 hrs and to date no replacement has been provided.

5 days later i have again asked to provide a picture of the damage, which was provided with the first emails comms.

their customer service well below expectation