October 31, 2012, we ordered a replacement carafe for a Black & Decker coffeemaker. We ordered from B & D website but were directed to Russell Hobbs Online Store. They sent email that day acknowledging order. Never an update from them but weekly we checked and found Backordered noted. On our 12/28/12 weekly check we found we were locked out of their website. Called on that date to cancel order and were told it was just shipped the day before. They said if we are home on delivery date to refuse it, if it was left while not home call and request a return slip. We were home and refused delivery the second week of January, 2013. No refund by 3/4/13 and we call Customer Service. Patricia checked and advised they never received it back and would not process a refund. Although we followed their instructions they stonewalled on issuing a refund. After a number of phone calls between 3/4 and 3/11, they finally agreed to refund the purchase price of $19.57 but not the shipping charge of $9.95. On 4/42/13 still no refund. We called again and after over one month they say the check has been issued but never mailed. Now they say will mail the check today. Remember the old story, the check is in the mail. Don't do business with either Russell Hobbs or Fox International.