Superbalist Delivered Wrong Items and Refused Fair Resolution

I placed an order with Superbalist using a voucher code. Two of the items arrived correctly, but instead of the other two items (a dress and a jacket), I received a package full of boys’ clothing. I immediately reported this.

A customer service agent confirmed that they would log an exchange for the jacket (as it was still in stock) and a return for the dress (as they claimed it was out of stock). I asked whether they could locate both correct items, and was told only the jacket would be sent. They also arranged a courier to collect the incorrect items, which they did.

However, I was never sent the replacement jacket, nor was I informed that this would no longer happen. I had to follow up myself, and was then told that both items had been refunded — without any notification. When I checked the website, both the dress and jacket were still available in the sizes I originally ordered.

Another agent then told me there was nothing they could do since a refund was processed and advised me to repurchase the items using a 25% discount code. This solution is completely unacceptable:

The discount code excludes many items, including sale items.

The code does not bring the price anywhere near what I originally paid.

I was misled about stock and never informed of changes in resolution.

This was entirely Superbalist’s error, yet I’m being penalized for it.

I am requesting to repurchase both the dress and jacket at the original prices paid, without restrictive discount codes, and with an apology for the poor handling of the matter.

This is not the service I expect from a major retailer. If the issue is not resolved, I will escalate the matter to the Consumer Goods and Services Ombud and other public channels.