I placed an order online with EE and it was delivered in a poor state, with damaged external and internal packaging. I was intending to give what I had ordered as a gift (PS5 item) however the box was ripped and clearly previously opened, alongside heavily dented.
I contacted EE and sent photos, and said I wasn’t happy to have received this especially I was going to give it as a gift. Their response was frankly quite rude as there was no acknowledgement of the poor state the item arrived in and no apology. Merely just said the item itself should be fine as the manufacturer insulates it, and if the product is faulty then I need to contact Sony directly and they cannot help.
I asked to return/replace the item as I had purchased it from them, not Sony, and they said they can’t replace it and I would need to pay for an insured return to them. They have explicitly said they will not cover the return postage costs. I pointed out that it was them/their courier who delivered this item in this state and they have just repeated that it’s the manufacturer’s responsibility. Aibu to think this is poor?