I ordered a set of pool balls at £27 from Kvoot.com in January 2009 and they took immediate payment from my card. It took several emails and a threat to cancel the order before it was delivered.

Upon receipt I found one of the pool balls had a manufacturing fault and tried to contact Kvoot.com about how best to get it replaced. After several ignored emails I sent the item back by recorded delivery only to have it returned as no-one would receive and sign for it at their office.

I have now sent repeated emails to Kvoot.com both via their website's contact page and to their order service email address and apart from an automated response I have received no contact from them.

I am request full refund of the order plus refund of the postal costs I incured (total of £32) and will not be returning the defective items unless the further postage costs (£20) are sent in advance.

As customer service goes, ignoring all customer contact is very detrimental to their image.e