We were sent second-hand product that was clearly marked with damage and that already had nail holes in it.
We sent them photos and whatnot and after about 4 days they got back with platitudes offering to replace the damaged parts but they never explained how or why we were sent second hand stuff when we paid for new.
No discount was offered to us for buying second hand and we have them three chances to at least acknowledge that what they did was wrong. They didn't, so we are sending the details to Trading Standards.
Check their Facebook and you'll see nothing but complaints. Avoid like the plague.