Snatcher - selling damaged items

I ordered a bicycle from the Snatcher for my 4 year old son. I was happy with there service until the item arrived. Upon receiving the box that the bicycle came in I noted it had fragile stickers on it, yet the box looked like it had gone through a mini tornado. There were a number of holes in the box before even opening.

We opened the box to assemble the bicycle yet we found no instruction manual and a number of bolt lying around the box. Whilst putting the parts together we noted a damaged rear wear (bent) and the front fork was so badly bent we couldn't place the front wheel on without the fork going the spokes.

My frustration comes when I report the matter and no action is done. I have submitted all evidence Snatcher required including order number, pictures showing the damage. My son was so excited to get his bike yet it's been sitting in a box for a whole week because Snatcher has decided to drag their feet to ensure the 7 day return period passes.

All I would like is a new bike for my child or simply a swift refund of the order.

As someone ordering from you store for the first time I am highly disappointed and feel you should ensure your customer service representative do there job of assisting disgruntled customers.