Hi Please accept this as a formal complaint I placed an order for a play house for my daughter birthday, order number UK15596**** I was contacted the following day at 9am by a lady from the bury store to explain that they only had one in stock but it was a ex display unit which was already assembled. I asked if the item was still new and no damage or scratches The lady spoke to her manager and called me back at 10am and said that no damage at all its brand new, she explained it was high up so no kids have been playing in it. Upon collection the item had lots of defects, the plastic had white patches, looked like the plastic was stretched when assembled, the stickers were peeling off too and had lots of dust on it. The manager John said they could reduce £10 however as I explained to the lady day prior that it was a birthday present so very important that that there is no damage I spoke to the manager John Maguire and explained I can't accept this, with no apology he took the item back inside and said will refund. I waited over an hour to get my refund but the manager said the machine was down and said it could take all day I have taken a full day out if work, travelled from bradford and cost me £20 in fuel and still owed a refund. The service I recieved was very poor and I am wanting to raise this as a full complaint. I was reassured by John that he would call me back as soon as the card machine was fixed but still not had a call, inwas suppose to be working from 1pm but the delay in getting my refund and hanging about outside store has impacted me. please note, I am curretly in my bank over draft incurring charges and hold your company responsible for the additional charges I am incurring daily. I have proof of this too I hope someone can please contact me asap to help me resolve this I am still awaiting my refund of £119.99 I would also feel its reasonable that I receive soem form of good will gesture and compensated for my fuel costs and inconvenience caused which was clearly a fault if the bury store. I was given false information from start to finish. I look forward to hearing from you Contact number 0771244**** Email amirshasta@***.com Kind regards Mohammed