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3 weeks late, 3 wrong deliveries. Refund please.
I purchased a vivarium in November 2023 for Christmas 2023 as my son was getting a bearded dragon for Christmas. When I checked the order I realised that one panel was broken due to the parcel being dropped on its corner by the delivery person. I spoke with someone on the phone who refused to deal with it and then yourselves via email. A replacement panel was requested and to avoid confusion I attached a pdf copy of the installation guide and stated which panel from that guide should be delivered. Unfortunately that panel arrived and was the incorrect panel. I took photos to avoid any more confusion and sent an email which went unanswered, however a delivery order was received so I assumed the correct panel would arrive. However what arrived this time was a UV lamp. I now have a broken vivarium, a spare panel which is not much use, and a UV lamp which unfortunately doesn’t mitigate the original issue. At this point your failure to deliver the product paid for has gone beyond the end of my patience. A little boy has had his Christmas ruined and you have caused significant reputational damage to my character in his eyes and his mothers eyes as it is now two weeks after Christmas and I have still failed to come good on my promise, for which I relied solely on you to deliver. I think that allowing three rounds of delivery and waiting weeks and weeks for a “guaranteed next day delivery” service which has still not come to fruition is patient enough. I would be very grateful for a full refund so that I can go to a company with some degree of competence that can deliver a product when paid for. I would also suggest that some form of compensation on top of the refund for the reputational impact on my character and emotional damage to my son is considered.