Hi Dean, As you have preferred to continue this conversation via our public page, I thought it best to resend the questions emailed through to you this morning.
You mentioned that your sign required 'significant manipulation' to install, however as you've mentioned in your review, it was the standard two pilot holes on the back of the sign. This leads me to believe that your installer did not measure the pilot holes properly, as the sign should have sat straight onto the screws which would have been the perfect distance apart to support the sign.
At no point have we denied the refund, offering to compensate you for the return of your sign for us to investigate. Our product quality is really important to us, and as I mentioned to you this morning, we so rarely get customers complaining that their sign was broken during installation, that we always need to ensure our processes and quality assurance is of a high standard, as we obviously don't want our product breaking continuously.
We are still happy to work with you to resolve your issue, and want to ensure you end up with a product that suits your needs. At this point you've refused to return the sign, and claimed that you have inspected it, and that is enough to request the refund. I've asked for further photos of your method of installation to identify why it needed 'manipulation' to install, and you have not supplied these either.
I'll await your response, whether here or in emails, as we'd love to resolve this for you as soon as we can, whilst protecting the integrity of our small business.
Thank you.
Rachel
