Boots lost - no refund!!

I am a longstanding loyal customer of Superbalist. I enjoy the wide range of clothing that can be delivered to my door (especially since I live in a small town).

I have however had a bad experience with them in 2019. My review is a year late, but that is due to trying to give them a chance to resolve the issue. I ordered amongst other items, Hunter Boots to the value of R2,599.00 on 21 Apr 2019. I received the items ordered, but the boots did not fit & I logged a return. In the same time period, I logged a return with TFG for sandals that were damaged. For some reason, the two couriers collect each other's parcel (so Superbalist collected the sandals & TFG collected the boots). I emailed both parties. I eventually received the sandals back, but Superbalist informed me that they do not know who the courier is that picked up the boots. After a lot of communication with them, I was informed that they cannot locate the boots (and thus I will not be refunded).

Superbalist should have control over the couriers they use & should take responsibility for this.