I ordered a cordless vacuum cleaner and was sent the incorrect model, which was £100 cheaper than what I had originally chosen. I contacted the support team on Friday morning, and the representative I spoke to was quite helpful. She assured me that a courier would deliver the correct item and pick up the wrong one, and that I would receive an email within 24 hours with the delivery information. When no email arrived by Saturday, I called again and was informed that it would actually take 24 to 48 hours, excluding weekends. I then received an email asking me to call them for more details. The representative I spoke to mentioned they were starting an "item lost in transit" investigation. I explained that the item wasn't lost; they had just sent the wrong one. He also stated it would take another 24 to 48 hours for any updates. Sensing trouble, I requested a refund instead of waiting for the correct item. He agreed and said it was noted. By Tuesday evening, I still hadn’t heard about the investigation, so I called again. The lady I spoke to was unaware of my refund request, as it hadn’t been recorded. She informed me that the case was with the "item lost in transit investigation" team, and I needed to wait for them to reach out. When I asked how long this might take, she couldn’t provide a timeline. I inquired about speaking to the investigation team, but she said I had to wait for them to contact me. I also asked if I could return the item to a store, but she said no. When I requested to speak to her manager, she said I could make an appointment in six days. Now, I have the wrong item and am out of pocket through no fault of my own, unable to communicate with anyone about my case, and with no clarity on how or when this will be resolved.
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