UPDATE: Issue now resolved fairly
UPDATE (08/07/2026):
Following a delay in communication, Ross from customer support got in touch regarding this issue. He was highly professional, apologized for the hassle, and took ownership of the situation. We came to a fair compromise, and a £25 partial refund has been issued to compensate for the cosmetic damage. I am pleased with how this was ultimately handled and that a positive outcome has been reached.
Original Review
Bought a brand new Microclimate Evo Connected Pro thermostat costing over £200 from ReptileFood (delivered by Essexreptile), but it arrived scratched and in a damaged box. I tried to resolve this amicably by emailing them at 1:17 PM, and I called them a minute later at 1:18 PM to confirm they received it. I was promised a quick reply, but after receiving nothing, I had to send a chaser email at 3:35 PM. They have completely ignored both emails. They will happily take over £200 for premium items but give you zero support when they send damaged goods.
