We purchased a product labeled “Informed Sports,” which was at least €30 more expensive than the standard version. However, when we received and opened the package, we found that we had been sent the regular version instead.When we contacted customer service, they explained that the correct item was likely out of stock and that they had therefore sent the alternative product, without informing us or asking for our consent. Had we not noticed the difference ourselves, nothing would have been said.After several exchanges with customer service, who initially refused to reimburse the delivery costs for new the product, they eventually agreed to refund those additional expenses.It is unacceptable for a company to substitute a product without prior notice. While I understand that mistakes can happen, they should be acknowledged as such and handled transparently.I have now returned the product and am waiting to see whether the refund will be processed.
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