Hi OP, I was just wondering if you ever got a final resolution on this, and what happened? I just had a similar thing with Appliances Direct as they sent me a damaged sink and then refused to refund my card, refused to pay the return shipping back, and also wanted to charge me a 25% restocking fee. I filed a formal complaint with Trading Standards and even called back to tell them so and their response was "Ok, we will await your letter by post and respond by post" - as if they are seasoned veterans with getting complaints!!! They are absolutely the most vile, disgusting "business" ever and I can't believe they would let me carry onto court for the sake of £130. Whatever happened to goodwill and good customer service? I simply asked for a replacement or a full refund to my card - I wasn't trying to get more out of them than I paid (though they should have compensated for all the hassle!). The only other option AD provided me was to refund me 50% of the sink, which obviously I wouldn't be able to use a damaged sink, even at half price!! Thankfully, my purchase was protected by Google, which Google does for free for certain stores. I raised the complaint with Google as well and was assigned a case manager who contacted AD for me. AD gave them the same terrible response. LUCKILY, Google was very generous to tell me that if AD was offering me 50% of the cost back, that Google themselves would refund me the other 50% - and I'd keep the sink to dispose of at my leisure. This was a golden boon from Google as that saved me the return shipping and 10% restocking fee. I'm really impressed with Google, but I'm still going to file a formal complaint and make it well known on all of their social media and review sites how disgusting and amoral AD is. Oh, and the icing on the cake - I openly heard in the background one of the AD sales team members make fun of an Indian guy for his accent, and they have NO accomodations for disabled people when I explained multiple times I have a leg injury and can't physically return the sink myself. So on top of all that they are both racist and discriminatory to disabled / injured people.