Very disappointing experience with Bash – parcel returned despite stated collection deadline

I received an email from Bash on 19 August advising me that my parcel had arrived at Sportscene and that I had until 26 August to collect it.

I went to Sportscene on 26 August at around 4pm to collect my parcel, believing I was still within the collection period clearly communicated to me. However, I was told at the store that my parcel had already been collected by the courier and returned.

I contacted Bash, and their response was that parcels are kept for 8 days and that my parcel had been returned to the sender on 26 August. This is extremely frustrating because 26 August was the date Bash had told me I had until to collect it. At no point was I informed that I had to collect it before a particular time on that day.

What makes this even more disappointing is that Bash is now processing a refund, whereas I do not want a refund – I want the items I purchased. I made an effort to collect my parcel within the deadline I was given.

I feel this situation could have been avoided if the collection deadline and time had been communicated clearly. I am hoping Bash will reconsider and arrange for my order to be delivered rather than simply refunding me.