Initially, I left a one-star review about an order I placed, but since then, I was contacted by an AI customer advisor after completing an online form, although it took several days for a response. Once they reached out, they promptly issued my refund due to my order being lost in transit and provided me with a 20% discount and free delivery on my next purchase. I had also used a £20 gift card, which I had discarded after utilizing it, but they sent me a new £20 gift card since I needed a full refund. Although they mentioned that a reorder wasn't possible due to item unavailability, I found that they were still in stock, so I placed a new order using my discounts, and it arrived within two days. Despite a rocky start and needing to persist for a resolution, everything worked out in the end.
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