Hi Mathew, thank you for your review. We do not buy reviews, we simply offer an incentive to our customers to leave a review and send us pictures of their furniture in place to share with others. If a customer had a bad experience with us £10 would not persuade them to leave a nice review. Before you were even offered the incentive you had already sent us a positive email stating " the delivery was fantastic and furniture looks great(although I haven’t put up yet) " . Customers send us lovely emails all the time however no one gets to see them so we offer an incentive hoping they will take the time to leave us a real review for others to see.
Your initial email suggested that " you" had spent 3 hours assembling the unit yourself. We can replace the part in a jiffy however you said you wanted the current unit to be collected assembled and a new unit delivered assembled because you had paid someone to assemble it. This is a big request and not something we would usually do, any damaged parts are simply swapped, we have not received a request like this before and as no mention of paying someone for assembly had previously been mentioned we asked for a copy of the assembly receipt. The cost of your unit was £199 if you had paid someone to assemble we need to assess what your costs were/damage etc to find a suitable solution as you stated you wanted a partial refund if we don't deliver a new unit assembled. You are not wanting to send a copy of your receipt which is absolutely fine, a replacement part will be sent to you this coming week w/c 09/09/19 for a speedy turnaround.