I am really surprised at this as i have dealt with Infinity for over 20 years.
I find the quality and price brilliant and i have even exchanged previous purchases when i got bored with them.
The most important thing was she did get a refund.
If this business was not reputable they would not have given the money back.
At least they do give you a 5 year written guarantee and a proper valuation.
Not like some of the shops who just write it on their business card......