I purchased a Norfrost Chest Freezer from Comet store at Hull on Tuesday 11th August.

Unpacked freezer at home and left to stand as per instructions - switched it on next day, and 12hrs later tested it by putting a coolbox block in it.

I checked the following morning & found the block had thawed. Then turned freezer up to maximum setting, and tested it again - same result. decided the freezer must be faulty, as it would not freeze correctly.

Ireturned the item to the Hull store as faulty on Sat 15th Aug (60 mile round trip) initially asking for a replacement, and Comet staff refused to take it back without having one of their engineers come to my house to check it. - I reluctantly agreed to this, on the understanding that when declared faulty by the engineer, that Comet would arrange to collect it from me, and arrange a refund. I had already made the 60 mile round trip to return the faulty item, and was not going to bring it back again - reasonable I think.

I was assured that they would organise this, if necessary, and that I would not have to return to the store again.

I took the day off work Wed 19th Aug to meet engineer - engineer declared fault to be the thermostat, and issued me with the required return code - I then phoned Comet Customer Services, who initially insisted that I take the freezer back to the store (again), but after arguing this with them, they eventually agreed that Comet would collect the freezer, but only after I call into the store to sign for a refund! They said that it was not possible to process a refund without me going to the store.

I cannot believe this, and I consider it a ploy to get me to go back to the store, taking the freezer with me. I am not happy with the way they have dealt with this problem, and wish them to perhaps make a refund via post by cheque if it is not possible to process a refund to my debit card. I cannot understand how it is possible to pay for something over the phone with a card in many shops, without the need to physically be there, but yet they cannot refund money without me travelling 60 miles to the shop again.

 I raised a complaint via email approx 3pm 19th August, to ask why they cannot refund my money electronically without me present, or via post by means of a cheque - No response received after 24 hours which is supposed to be their timescale for responding. 

I have sent a further email to chase up yesterday's unanswered email.

It appears that they do not really have the appetite to resolve this problem satisfactorily.

It just seems ludicrous that for a £120 freezer, I have had to make 1 wasted 60 mile journey, they have sent out an engineer to check an obvious fault, and they need me to go back yet again on a 60 mile round trip to take it back again, as they would not accept it when I originally took it back. I have spent more than enough time on this matter, speaking / waiting to speak to their Customer Services people.

I just wish that I never gone into the shop in the first place.