The TV shopping channels Bid TV, SitUp TV are basically the same company whose sole purpose is shifting boxes. They are not interested in providing customer service - it costs them PROFIT. If they send you faulty goods they expect you to pay for their return so it does not affect their PROFITS.
You will be disappointed with the quality of their products, the way the true price of the products is hidden in the postage costs.
Until they sort out customer service do as I do - don't buy from them - until their PROFITS are affected they will do nothing to improve their appalling customer service where they will deliberately ignore your emails, letters and pretend they have not received your return.
If you have a complaint contact Trading Standards and add the complaint to as many forums as you can so hopefully it will prevent somebody else being ripped off.