I've been buying from that shop for about 15 years, signed up for the free carriage from linking through another forum in 2009. Anyway I've generally always had good experiences with them. Especially their insurance which I've needed a few times which really is no quibble.
What was the issue with the power supply?
Same

I've been buying from them for 20+ years, and used the same Hexus forum discount that you speak of
Their RMA team is very hit or miss, it has definitely got worse in the last 5 years though.
But overall, they do a 'good enough' job, where it counts - however, when they slip up, by God, don't they!
As you asked... With the PSU, they were trying to stitch me up big time - it's supposed to be a like for like, ala I have a Platinum PSU, with 7 years warranty; so that's what I get if it fails.
However, they tried to palm me off multiple times with PSU's £80-120 less, Bronze/Gold rated versus my Platinum, and with 3-5 year warranties. No thanks!
I eventually threatened them with a charge back - then as if by magic, they could offer me a true like for like, all in the same breath.
For transparency, I have RMA'ed various things, and overall, had a positive 60/40 experience, but the more expensive stuff, that has failed quickly, they have tried to con me each time.
I won't accept that, and nor would anyone.
TLDR, my comment was relaying the frequent mentions of said Bolton store, of which are 90% negative regarding RMA's.
I remember reading recently, that one of our members, was conned out of a replacement/refund, and left substaintially out of pocket by them, on something like RAM, that would have been lifetime warranty, such as Corsair claim.