I ordered many items from Ellos and really enjoyed the ordering experience and products. This has changed recently with one particular order.

I purchased a mirror and it arrived damaged - specifically it is very curved/bent and therefore not usable. It also distorts your reflection, so does not serve its purpose.

I have been going back and forth with the customer service team regarding getting a refund, and they insist I re-pack the mirror so it can be picked up. It's 200cm tall and completely bent out of shape! I have tried to explain many times its impossible to re-pack, and it would probably require additional packaging and costs to me (which they did not promise they would reimburse, it depends if the costs are "reasonable").

I have been told I could get a half refund, then a full refund, then forced to think about how to return this huge and delicate and broken item to them...

Incredibly disappointed as I paid hundreds of dollars for this mirror...

Never again.