Not a UK company unfulfilled promises and unhelpful staff

Not a UK company misleading website unfulfilled promises and unhelpful staff Ordered a hot tub accessory Large-ish circa 200 from tubhome co uk believing this to be a company based in the UK Saw absolutely nothing on website to suggest otherwise Birmingham phone number and there was an estimated delivery of 3-5 days Queried eta of order after a few days to be told delivery was in fact 7-14 working days as they are based in Spain I complained as this was not advertised on the website and I was concerned about the extra unexpected delay and potential customs charges etc Asked to cancel the order in light of this and was told we would be charged for return postage if we did so Eventually after many belligerent and unhelpful emails from their staff we were assured in writing several times that this would not happen as they had an apparent special relationship with UK customs and they pay all necessary fees It was also revealed that in fact we had been given incorrect info - that delivery of our item should be 3-5 days as originally advertised When the delivery was overdue I then received a letter from Parcelforce to say they had picked up my item from the Border and HMRC had levied Import VAT which needed to be paid before delivery I forwarded this to the company very upset and then called their apparent Birmingham number whose staff did not believe Parcelforce was a real parcel carrier said the charges were nothing to do with them and was prepared to do nothing to help me More concerned that I had not put my name on my email and she wasn t able to view the image of my letter from Parcelforce Only was prepared to send a query to their carrier department then hung up I have heard nothing from them since Currently without item or a refund Absolutely avoid not what they say they are not a UK company not interested in their customers give promises they do not intend to keep with rude and unhelpful staff Additional review as of Friday 05 05 23 Amazing this rubbish company clearly believes it is fine to email in a rude manner ALMOST A YEAR after I have left this review and had to get my bank involved in order to get the refund They replied with a load of untrue nonsense that apparently justifies them being rubbish and once again offered no apologies or appropriate reason for them misrepresenting themselves as being uk based their about us section contained no address information at all when I made this purchase This is after might I add they tried to get my review taken down for being fraudulent by demanding trustpilot insist on seeing several forms of proof that I had made the purchase This was clearly in an attempt to make themselves look better Luckily I was able to provide all that trustpilot needed to maintain my review being live and asked them to investigate this blatant attempt to silence someone who they have mistreated using trustpilots systems I would suggest in future if you wanted to do better Tubhome 1 don t pretend your a U K company 2 provide accurate shipping information including that now Brexit has happened customs charges may be levied 3 deal with people who are concerned about all the above in a civilised and professional manner 4 provide a refund or return when requested in line with peoples statutory rights 5 check your facts before replying to reviews and 6 try respond to reviews in professional and timely manner not leaving them until almost a year has passed Well done all round - you certainly convinced me you are not a waste of space inept and swindling organisation NOT