Having purchased an SP16 Dimplex Fire (well thought I had as the money was taken immediately from my account), I was e mailed with confirmation of delivery date. A day's holiday was subsequently taken to receive delivery but no delivery arrived. I contacted customer services having waited all day to be advised that there was a clerical error. This was putting it mildly. No delivery, no fire! Fire was not available from stock after all, delivery was to be 25th Sept 2013 but was then advised that new delivery would be approx Mid October 2013, not much help with a gaping hole in the wall waiting for the fire to be installed! I then sent an e-mail on 26th Sept requesting that a senior member of staff call me to discuss at what point I would receive my full refund to which of course I received no call. I had to ring customer services again to be advised that they could not same day refund and that I would have to wait 3 days for a bank transfer. Totally unacceptable under the circumstances but of course I have had to wait. I would certainly never attempt to use this company again for any purchase.
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