Unreasonable service - no common sense

I returned a 'high quality' pot that had a broken handle and was told it needed to be returned along with the lid so I arranged for the lid to be collected (a few hours drive) at our holiday house and then returned the pot again with the lid.

This time I was told the item is outside of the guarantee, however the first time I returned it was well within the guarantee, only their absolutely unreasonable customer services that took so long in responding to my numerous requests for them to assess and replace the broken pot without a lid caused almost 2 months to pass as each time the item needs to be assessed and the supervisor needs to be consulted.

They are hiding behind supplier agreements and an absolute disregard for being reasonable, this in my view is the worst kind of customer service - not a moment to consider that the item being returned is defective and all the customer wants to for it to be replaced. I have ordered hundreds of times and now am choosing to go elsewhere.

Very disappointing!