I purchased trainers in the summer, which I really liked. They were comfortable and stylish, and I did not want to part with them. 4-5 months later the inner heel had worn down. Then the plastic behind that broke, causing two painful plastic shards, that cut into my heel whenever I wore them.I reached out to customer service to see if they do a repair or replacement service. After some initial back and forth they suggested a refund. I was really impressed with the manner in which they approached this.After the package had arrived at their warehouse, I was instructed it would be refunded in 15 days, via an email notification.After 15 days I reached out, they assured me it was being processed. After 25ish days I reached out, they told me they were looking in the warehouse. I chased again when it was approaching 40 days.Today I received a reply, telling me the item does not match what I had purchased. What followed was image attachments of:- A Top down view of an unopened box with my shipping label- A Side angle of a pair of trainers I have never seen, let alone owned in my life.- A Picture of a shoe box with a scanning code and product details.Now after 40 days of waiting, 4/5 times of chasing (in which the critique had become stronger in each passing email), it doesn't seem odd to me that they would send this.What I find most funny is the following:- The shoe box my trainers arrived in, was thrown away shortly after I purchased the item (over 6 months ago)- I am a size 7, whereas this box clearly states 9.5- The shoebox has barcodes and product codes on it, a quick scan/search of that would tell them who that product belonged to. But I digress.To add insult to injury, I've just noticed they weren't even going to refund me the full amount.I will explore every avenue until I receive a full refund. For anyone interested in purchasing their products I would recommend the following Italian sports brands:- Fila- Kappa- Lotto...and that is where my google search ends.
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