Packed Direct - Reviews and experiences

I wasn't sure I should order — I kept thinking what if it's slower, what if support is useless. I decided to take a chance because my old treadmill was already given away, figured I'd finally get proper 12 km/h runs. The unit that arrived only goes to 6 km/h. At first the live chat was okay, they asked me to email, and within half an hour someone asked for a video to check the problem. Fine. I sent videos, then other emails asking for a refund and... crickets. They've stopped replying while I'm back to walking-only workouts because the machine is half the speed I paid for. I phoned and they just told me again to email. I've used other retailers with better follow-through, so this is disappointing. If I don't hear back today I'll have to start a chargeback, which is, well, stressful.