Bauhaus Delivered a Broken Swing and Delayed My Refund for Over a Week

The swing was broken and the return process through Bauhaus was abysmal. I needed a garden swing in my caravan park to host my guests. In order not to face any problems I have purchased one of the best products Bauhaus had to offer online. Moreover, the product seemed to be a five-star product and I bought it without hesitation (I said seemed to be cause after purchasing the product I was not allowed to rate the product through their website). Upon delivery, unpacking the swing revealed that it was a repackaged product with broken parts. Lots of small parts inside the product flew out of the package in a messy manner during the unpacking stage. It seemed like I was delivered a returned package from another customer. The product needed to be returned and I followed the return process immediately. I have been told the process will take max 2 to 3 days however, equally abysmal was attempting to fasten the process through customer service or online chat. After 1 week of return request, I still didn’t receive any confirmation from the store. I was disappointed with all this cause during this period, I was embarrassed to my guests, didn’t receive approval for refund over a week. This means I could not get my refund on time to purchase another swing. On top of all of this, the package is waiting to be sent back in the middle of the caravan park with bad weather conditions. Since I have to protect the package, I have asked customer service to fasten the process but I was informed that I should wait for approval from the company in order to return the product. I should cargo the package to the company with the code they will supply to me when I got the approval. I should wait for the product to be checked when it arrived at the warehouse and then only my money should be deposited into my bank within 14 days after receiving the refund approval. This simply means that my money will be used by the firm for at least a month, which is a violation of consumer rights. Despite of all this, I had to cancel my travel and stuck in caravan park in order to follow all this process. I purchased a swing from another retailer. I didn't want to go through that experience again. The only reason we shop at big stores is product quality standards, ease of transaction, and customer satisfaction. Unfortunately, a behavior that would not befit a corporate company like Bauhaus was exhibited. This has not been a pleasant experience, don't think I'll purchase from Bauhaus online again.