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Thank you for your feedback. We’re sorry to hear you were disappointed with your experience. Before your order was dispatched, we did offer the option to cancel with a full refund, including the subsidised delivery charge of £11.95. However, as we didn’t receive a cancellation request, the order was processed and sent as scheduled. The day after you received your delivery, you requested a return and were advised of the carrier’s collection fee of £24. Unfortunately, the collection didn’t go smoothly, and one of the two parcels has still not been received by our supplier. Despite this, we made the decision earlier this week to process your refund in full for the goods, in line with our Terms and Conditions. The refund reflects the order value, less the original delivery charge and the collection fee. We always aim to respond to emails promptly and clearly. While we don’t offer telephone support, we find email provides an efficient and reliable way to communicate with customers and maintain a clear record of correspondence. Thank you again for your comments.

We do apologise for the delay in the collection of your order, which was requested on 5th June, and has been followed up by us several times. Unfortunately the installation of a new admin/stock system by our supplier has caused some hiccups in collections and we hope these issues will be resolved shortly and that the goods can then be refunded. We are disappointed that you have not benefited from the level of service Fendow is normally able to offer. We understand that there was no problem at all with the pole set you received but that it did not meet your requirements.