Dear Sir or Madam,
My name is Mafalda, and I am writing to formally complain about an order I placed on your online store in November for a rug, which has still not been delivered to this day.
The order was fully paid at the time of purchase. However, despite several attempts to resolve this situation, the delivery company (GLS) has informed me that they are unable to locate the shipment and do not know where the package is.
To make matters worse, I have contacted your company several times by email regarding this issue and have received no response whatsoever. This complete lack of communication is extremely disappointing and unacceptable.
As a customer, I have fulfilled my obligations by making the payment, and I therefore expect your company to take full responsibility for this situation.
I hereby request an immediate resolution, either by:
issuing a full refund without further delay, or
sending a replacement rug as soon as possible, at no additional cost.
I look forward to your urgent reply.
Kind regards,
Mafalda
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