Do you know how much a complete toilet in a sealed box should weigh?
I don't. All I know is I bought a toilet to go in a big heavy sealed box. It was heavy and I needed help lifting it. It never occored to me to open the sealed b&Q box to make sure everything was in it. 4 days later, the plumber arrived to install said toilet only to open it and discover the cystern was missing.
My husband got a taxi to exchange it for a complete toilet, only to be informed that they wouldn't return or exchange it as it was missing parts. When we explained that we wanted the missing piece, we were told we should have known the box wasn't as heavy as it should have been. My husband pointed out, that a toilet weighed nearly 3/4 of my weight and anything over 30% of my weight I classify as heavy.
Their advise was to buy another toilet. I at home told the plumber what the delay was, and he being paid to do nothing went down to the shop, and bawled a lot of people out. When they finally decided that as a "gesture of goodwill" they would exchange it.
Our plumber opened the box on the spot, to find a handwritten note on the inside of the box that there were missing brackets. In the end, we had to take it and buy separate brackets as all the toilets in the Greenwich shop was missing various pieces.
He pointed out he had never encountered problems like that from other stores. Our plumber was kind and didn't bill us for the entire time wased, but we did have to pay out a bit.
Stupidly, I thought this would be a one off problem and am currently fighting to get another order corrected and delivered... resolved before the plumber arrives again? Probably not.