I ordered the CyberPower Smart App OR1000ERM1U on the 29th August 2022 using the "Standard (up to 21 days)" delivery method. The email said "As you have selected free delivery this means it can take up to 7-10 working days (sometimes longer) during busier periods but it will be with you.". So I assumed my product would be with me between 1-3 weeks time.

It is now the 29th September 2022, 22 working days later. My item has not arrived. I called their customer service centre and was told that it "might" be with them today, and they will ship it out to me by either tomorrow (Friday) or Monday. This, coupled with the existing TrustPilot reviews for UPS Centre, I decided it is probably best to get a refund rather than wait longer for a product I'm not sure will materialise.

I've been told refunds take 21 working days to process. Their cancellation form says:

"PLEASE NOTE: All refunds can take up to 21 working days to complete | Also to make things even easier If after 21 working days your refund is not complete please feel free to contact your bank to initiate a chargeback & we will honour any refund that way. "

The fact that they encourage people to issue chargebacks on their credit card tells me everything I need to know - I made a mistake ordering from this place. Hopefully you'll read my review and avoid making the same mistake.

I've instead now ordered the same UPS from Lambda-Tek on next day delivery for £50 less.

I requested a refund and the reply was:

> Thankyou for submitting your request for refund.
> We have also noticed that you have put a review up on TP which I am afraid is totally incorrect, if you would like to discuss this further then please email...

Unsurprisingly it's now 21 working days after I had requested a refund, and they've made no attempt to refund me.

Since leaving reviews on TrustPilot, Sean Currie (the company director) called me and asked me to remove my review. Sean suggested that if I provide my bank details to him, he can refund me the money right away, but can't refund the money otherwise, because "we've got a new system for handling payments". So as it stands, I'm being told that I won't be getting my refund unless I am prepared to give him more details.

Additionally I asked Sean why his company "Protect Power LTD" (********) was struck off in Nov 2019, and the new company of the same name (********) was established. I was told this was "none of my business".

This isn't how proper businesses are run. This company should be avoided at all costs.