I wrote this complaint to them three times, I am a customer of many years spending a lot of money with them and this is the way they treated my claim, after writing below to them heres what i wrote.....

I wish to make a complaint, and also will not stop making it until
someone sees I have been treated unfairly.

I have already tried to reason with the debt this problem lies with,
but they lied to me on the phone, so this is now a serious issue for
me.

I have been a customer of yours well over 12 years or longer, I spend
thousands of pounds with you every year, I pay the day I win without
fail.

But this last order, I was lied to about by the person the phone, so here goes

On the 23rd of May I paid £252 for auction invoice #526879306

and after 10 days nothing came, so I rang birmingham auction house,
and was told it as not come because its sat in a DPD trailer in their
parking lot and it wont move until DPD comes and get it, I said when
will that be, and she said another 4 days or so.

The very next day it miraculously arrived at my home, but lot number
320, 4 x bubble fish tower was broken to bits, not like the pictures
I have off the site showed them, the boxes were in bin bags, and they
were completely destroyed.

So I rang customer service. They told me to ring Birmingham so I did,
they told me to fill in an online form, I did, I heard nothing for
ages so finally I rang them again and said, I have had no contact
about the form I sent in days ago..

And the lady was very kind, said send me details again, so i did, and
she asked for more details this went on all day. I started emailing
her at 9.45 in the morning and was still being asked for more info
around 3.30 pm in the afternoon.

Finally after all that mucking around, she then said send me pictures,
I did , she then wrote no refund, because of all the things you write
that you should have viewed, I'm a 800 mile round trip away, why would
i when the pictures showed perfect product, so i was so unhappy.

I had just spent £1700 on john pye throughout your network, and I
can't get a refund for £39.04 !!! , twice in over a decade I had a
similar problem with items i bought and it was dealt with correctly
with no problems, so please so me some common courtesy here please, im
a 70 year old man using pye to survive i'm recovering from a heart
attack at this moment, and truly can't afford to lose money on what
this was like on arrival.

All 4 bubble towers were broken because they had moved about in the
bin bags they had been sent in, they did not even come within the
actual full order from Birmingham, they came separate in bin bags the
next day.