Help. Received product with sick on

julesmum23

I wonder if anyone can help.

I purchased a mobile through mobiles.co.uk with a free gift of a clearance acer laptop.

It arrived quickly enough no problems there, I would have been happy with the mobile no problems there. Where it has fallen down is the free gift which was supposed to have arrived "fully inspected and reconditioned" and provided in new condition.

The charger that came with it is not an acer make and has chewing gum on it, the screen and keys of the laptop have what looks like sick on it.

I rang a couple of times the 1st time being put through 1 department to another, took an hour and they closed the offices while I was still hanging on the phone.

I rang the following morning the gentleman I spoke to did have in front of him my complaint. A replacement laptop was going to be arranged for possibly Wednesday, I would be able to use the mobile in the meantime it would not alter my rights, I am so glad I didn't use it.

I was then informed they would have no idea when a replacement laptop would be sent if at all, no-one in the offices ever seemed to care, no time was I offered an alternative and every time I call I just get left hanging on ignored.

I sent an email to the supervisor and not received a reply.

I have received an email from the returns department saying refund number where and how to send it back, special delivery.

Does anyone have an idea of what I can try next, I do not want to send a big box special delivery at my cost for something that is not my fault.

Thank you