I purchased a Gazebo off Top Buy which arrived in a timely manner although the product was faulty and the parts were all terribly made and did not connect into the poles.
I contacted them and they advised that if it was a manufactures fault they would refund my money.
They organised a courier to pick the item up. The courier arrived at my house and would not take the Gazebo without an address to take it to, I thought he would know it as they organised the courier not me.
I then emailed Top Buy as they do not have a phone number and they gave me the distributors phone number to get the address, I then phoned them to get the address and they would NOT give it to me saying the courier company knew it. I then phoned the courier company and could not give it to me... ahhhh round and round in circles with no-one willing to give me the address (not even the distributor) until finally against company policy the courier company gave me the distributors address to write on the consignment note for the courier to pickup! YES its gone I will get my refund...After 2 weeks and hearing nothing I contacted them to find out what was going on, they advised they could not find the Gazebo in the warehouse. I called the courier company who advised it had been lost on transit and they had no record of it arriving at the destination but they had a record of it leaving my house... BUT the distributor had not taken out insurance on the Gazebo... So after all this they have now just started to ignore my emails and msgs so I have had to make a complaint with the NSW Fair Trade Office to resolve this very simple problem of a refund. This is my first time on a complaint forum and contacting a fair trade office but I cannot STRESS HOW BAD TOP BUY IS!!! 3 1/2 months now and my outdoor area still lacks a gazebo and I feel so angry at this totally crap company with no customer service morals... Do not buy from them!