This is a clear example of why we no longer trust platforms like Trustpilot. Anyone can post misleading claims without evidence, and even if we provide the facts, false comments are often not removed. Had our full correspondence been visible, it would show that we offered the customer a refund on the standard item (not including the cut-to-size parts, which are non-returnable as per our clear terms). We simply asked that the item be returned by the customer, a standard policy for non-faulty goods, and one clearly outlined in our terms of sale. The item supplied was correct and is one we regularly recommend and supply without issue. We would recommend this part for many similar repairs. Our advice is always offered in good faith, based on the information and measurements provided by the customer. However, we make it very clear that the final decision lies with them, as we cannot physically inspect the site or installation requirements. We're not in business to place blame. Our aim is simply to help our customers the best we can while following the policies we have in place, which are designed to protect both our customers and ourselves. It's disappointing when people leave negative reviews simply because they don’t get the outcome they want, even when everything was handled fairly and within the agreed terms. We're a business with a strong reputation for honesty and support. Of course, mistakes can happen, we’re human too, but we always act fairly and take responsibility when something is genuinely our fault. Unfortunately, some people don’t want to do the same. We wish the customer all the best and hope he resolves his issue. He is still welcome to return the item for a refund, in line with our terms.
