I purchased a robot vacuum cleaner through Our Deal for $229, unfortunately it was faulty and did not work. I wrote to Customer Support asking for a replacement. Levi at Customer Support took my details and asked me to claim a replacement through the importer BDirect (even though this is the responsibility of Our Deal, NOT the importer, according to the ACCC) I did contact BDirect, over 10 emails back and forth asking for everything including my name, details, voucher, invoice, and a description of the problem (3 times!) BDirect passed me on to the manufacturer in China! They asked me to send video evidence of the vacuum cleaner not working! I said this wasn't possible and it was unnecessary as I just wanted a replacement for the faulty product I purchased. They insisted. I emailed Our Deal again to explain the situation and how unhappy I was. I asked for a supervisor's details, this was ignored, I asked for a replacement product and I was AGAIN referred to the importer who AGAIN asked for a description of the problem. All I want is a replacement for a faulty product that I purchased over a month ago but Our Deal is just ignoring my request. They have my money and I have a faulty product. I asked Levi at Our Deal again for a supervisor's details and this was ignored, I said if a replacement was impossible I wanted a refund and OUR DEAL have asked me to post the item back to the Importer at a substantial cost to myself to 'Begin the refund process'. I can see that I will spent YET MORE MONEY sending back the item and it will be 'lost' somewhere along the line, I have no confidence left in Our Deal as a reputable supplier and can see this one going to the ACCC- My advice is that anyone would be crazy to purchase through this company. I never will again.