I am extremely disappointed with the service and handling of my return.I am still awaiting a response and a proper resolution. The funds for my order remain on hold because I was sent a used item, and what should have been a straightforward return has turned into an unnecessarily long and frustrating process.The product supplied to me — KRD Commercial Ribbed Griddle (Model KEG-821) — was not new. Upon opening the package, the unit was clearly contaminated with oils, residue, and visible stains, which strongly indicate prior use or handling. This condition is completely unacceptable and does not match the description of a new product.To be absolutely clear:Had this item been supplied in new, unused condition as advertised, I would never have attempted to return it. The return is solely due to your company supplying goods that were unsatisfactory, misrepresented, and not as described.Your explanation that this condition is “normal” due to protective oiling is not credible. I have purchased the same thing from a different manufacturer and that did not come with the oil stains you are referring to at all. I have also bought other similar commercial equipment in the past and around the, and none arrived in this state. Protective oiling does not explain widespread stains and residue consistent with prior use. Supplying a product in this condition breaches basic consumer standards.Accordingly:This return is not a change-of-mind returnYour internal returns policy does not override statutory consumer rightsResponsibility for return shipping and collection lies entirely with your company, as the fault originated on your sideI will not accept liability for return costs or any restocking feesExpecting a customer to pay to return a heavy commercial unit that was incorrectly supplied is unreasonable and unlawful.I have repeatedly requested that you arrange collection of the griddle at your expense and confirm that a full refund will be issued upon receipt. This has still not been resolved.If this matter is not addressed promptly, I will proceed without further notice to:Initiate a formal dispute with my bank, supported by photographic evidence of the item’s condition upon delivery; andEscalate the matter through the appropriate consumer protection and legal channels.I expect written confirmation that collection will be arranged and that a full refund will be processed without further delay.Order details:Product: KRD Commercial Ribbed Griddle 550x450x230mm 3kW Electric (KEG-821)Order Number: #21719
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