My order arrived on 9/2 in a visibly damaged parcel, with several items missing. I immediately contacted the investigations team and provided clear photos showing the parcel worth over £180 was damaged upon delivery.
After ongoing back and forth, I was told I would receive either a refund or replacement items and to look out for a confirmation email. I thanked them, and they responded saying the matter would now be closed as it had been resolved.
Nearly a week later, I have received no confirmation email and no refund. When I followed up through the app, I was then told I need to make a police report.
This is completely unreasonable. Under the Consumer Rights Act 2015, responsibility for ensuring goods are delivered safely and in full lies with the retailer until they reach the customer in satisfactory condition. The retailer, not the customer, should resolve issues caused by damaged parcels or courier problems.
This experience has been extremely stressful and disappointing. I want either my missing items sent out or a full refund issued as originally promised.
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