I ordered a spacial wrist watch that you can programme to beep when medication is due, and tells you which to take. I got this from the Complete Care Shop. Just a few weeks down the line and it has fallen apart. I therefore contacted them by email and they said they wanted a photo. I duly took the photo and emailed that to them. They came back and asked what day we would like it collected. We organised a day. I said that I assumed that the replacement would be delivered at the same time - but it seems not. Not content with the photo, they have to have the article in their little hot hand before they will believe that it is in bits. Why ask me to take a photo?
Contrast this with Amazon - an electric kettle we bought at the end of December has ceased to function. I rang this morning and the new one will arrive here tomorrow; and we have been emailed a return label to send the broken one back in the box the new one will come in. My only criticism of the service from Amazon was that I could not understand the accent of the lady on the phone - very frustrating for both of us.