If i could give 0 stars i would.
Purchased a bin from argos 3 months ago. Foot pedal to lift lid recently stopped working and we was having to lift lid manually. Bin cost £60.
Emailed brabantia on 6th Feb 24 (received aknowledment email to say they have received my request) following week still hadnt had a reply. Called and spoke to a lady called Ruth, explained email hadnt been replied to and she advised to make contact again because they were having some trouble receiving submitted forms. I sent email again (wish i didnt bother) this time received a reply later in afternoon from Jo. She asked me to attach some more photos. I replied instantly with extra photos. She then replied asking me for a video of the problem and my orignal receipt. Again i replied straight away with these attached.
I then received an reply from her to say she would arrange collection of broken bin and once it has been received back she would arrange for a new one to be sent.
I replied and asked if collection of broken one and delivery of new one can be arranged on same day as if not, this would mean i am without a bin for however long.
She rudely replied and said its their policy to receive broken one back first before sending a replacement. As i know this is utter rubbish and upon reading their warrenty documents online i explained i didnt think it was fair i should be left without and Could she not possibly arrange for them to be exchanged on the same day, if not, please send me a copy of the poilcy where it states the broken one is to be received first before replacement one is sent. Again, she abrubtly told me... this isnt written in a policy it is what they are taught in training.
I then asked to speak with a manager and she replied 'SHE had spokeN with her manager and her manager agrees with her (convinient) and if i am not willing to comply she can not assist me any further.

I told her this was very poor customer service.

The next day i received a reply from Charlotte (appearently a customer service manager)
She suggested i should keep the inner bin bucket and return the outer part only. I mean what kind of solution is this???
1. The inner bucket isnt sturdy to be freestanding - i have 3 children so would just create chaos and mess.

2. What kind of solution is this from a so called customer service MANAGER?

The service i have received from both ladies is appalling and i am deeply dissatisfied.