Rae M.

Like dealing with an eel. If l could give this company -5 stars l would. What could have been an easy resolution after selling me a faulty suitcase became a very stressful experience.
As stated on the instructions l left the settings on 000 packed for my holiday and set off, knowing I'd need the flight documents and a few personal items out of the case l would then put in my chosen code. But the lock wouldn't open! After 2 hours with four adults trying to open the case and with no response from the company l had to ask the receptionist for help. He tried, plus his handyman for another 25 minutes until it was agreed that the lock was stuck and refused to open, therefore it must have been broken. Not the best start to any holiday! In the end the handyman had to use bolt cutters to break the lock.
I explained this in an email to Paul and there the story starts! Rude, unhelpful, wouldn't take responsibility and he tried every trick in the book to get out of refunding my money. Email's weren't being answered so l went directly to BRICS and the same happened with them.
Eventually Diane picked up an email and explained that Paul was on holiday! And so the ever decreasing circles started again. After consulting with Watchdog l sent them a letter as l was covered under the Consumer Right Act 2015, they even tried to deny that l could use this as I'd not tried everything to get into the case! So l sent them a further letter giving them a date by which my money needed to be returned or l would start a small claims court appeal. Not once did they apologise, all they did was try every which way to get out of refunding me for faulty goods.
AVOID - AVOID - AVOID

Please think carefully before giving your bank details to this 'company'! After a FREE TRIAL they still withdrew money from our business account, we complained, and eventually our money was refunded. Only for them to start taking money from us again months later. Trying to cancel with them is nigh on impossible as they direct you to a paid helpline number. Such a shame because they've come up with a great idea but their ethics need working on.