I have had a Weber eletric BBQ for over 15 years and it was very well made. This year the element failed and I called and I ordered replacement element and a replacement cover as the existing one, which had also lasted 15 years, was looking tired - though still waterproof !!The element works OK but the cover which was over £30 for the smallest BBQ was really low quality, thin material, nothing like the heavy duty original item.The delivery information suggested tht for returns I call which I did, it was very hard to find the number. The support agent suggested I use the return sticker in the original packaging, I explained there was none. He suggested I email them to ask for a returns sticker, I asked for their email address and was told he could not give that, I had to use the web form. I used the web form and quite some time later they posted a returns form.I returned the cover and got proof of delivery. Some time later later still no refund, more email and a promise to refund within a further 3-5 days. 5 days later, still no refund another call and more excuses, promise to email back confirming refund made. Nothing.The customer service from this firm is an example of how not to do it. They make it so hard to communicate with them and, post sale, appear to not really want to do anything.
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