Chose the promised refund, but they shipped anyway
My order did not arrive, and it was only after I contacted customer service repeatedly that I was told the parcel had been lost during the handoff to the carrier. I received no proactive update about this.
The company then offered me a choice: a replacement with free express shipping, a free booster pack and prepaid duties and taxes, or an immediate full refund to my original payment method. I clearly chose the refund. Despite that, the order was dispatched instead of being refunded.
The parcel arrived without express shipping or the booster pack. The company says those benefits applied only to a replacement, which I had not chosen. So why send me a parcel after I had explicitly chosen a refund? I have asked repeatedly, but the replies keep avoiding a clear explanation. The product box also arrived with a hole in it.
I am now being told to return the items and wait for an inspection before a refund can be processed. A prepaid return label has been provided, but their promise of an immediate refund has turned into more work and waiting for me because of decisions they made.
The lost parcel was frustrating, but the handling afterwards was far worse. Repeated chasing, an ignored refund choice and evasive answers have left me angry and with no confidence in their customer service.