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Never again. Still upset and angry.

My husband and I ordered a saeco xelsis focus 2012 edition a few months ago. Despite calling ahead to check that the model was definately the brand new 2012 edition as advertised by Phillips, a 2011 edition was shipped to us.

We contacted the company on the day it arrived, both by phone and email (and have records to prove this). The company were dismissive and rude, and even hung up on me a few times. Then my husband called, and the company said we could contact them on the Monday and theyd provide a refund. Monday came and went, the company dodged our emails and phone calls until after the seventh day, which non - surprisingly, is the time limit within which their website says you can have a refund.

Since dodging us until after the seven day period, the company has told us that its the 2012 edition, when clearly, on the box (and Phillips have confirmed by email) it states that it is a 2011 edition. They then went on to say that we were outside of the seven day no quibble refund period, where REGARDLESS of what your issue is, if you are not happy, you should be able to get your money back.

We are still pursuing the issue with our credit card company, and have proof that a: it is a 2011 edition from Phillips, and b: that we emailed and called the company many times within the seven day period following the purchase, to request a refund.

Regardless of the issue with the model edition etc, this company advertises a seven day no quibble refund policy, don't be fooled, as they will not give you a refund if you're not happy, which is against the law.

Never again would I buy from this company and we will keep going until we get our money back, as regardless of anything else, we contacted them within the seven day period saying we were unhappy, and are therefore entitled to our money back.

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Mrs B
United Kingdom