Faulty Lockers then they accuse you of lying about it

Locker was faulty, logged a query and a consultant contacted me. I had to pay for another shipping and get a refund for the first failed attempt. When logging this query for a refund, they first said IT did not see that the door was faulty. Luckily i took a video. After sending it only then they processed my refund after trying to make me out as if i was a ****.