That sucks!!! Glad to hear you're getting a refund, at least.
That happened to me once with these guys in North America. In that case it was a fax machine.
Just had one issue with UPS - Package from US to UK got returned to the US without me signing for it, then found to be dinged on return to the UK. A replacement was sent out and that arrived quickly and looks to be OK. A very mixed bag !