Wrong Item Delivered, Refund Refused, and Being Forced to Accept an Item That Isn’t Mine

I am extremely disappointed with the service I have received from Superbalist.

I ordered an item from Superbalist and, upon delivery, received a completely different product — not only a different brand, but also the wrong size and even a different colour from what I had ordered.

I logged a return immediately on the same day, shortly after opening the parcel and realising the item was incorrect. I clearly explained in my return request that the wrong item had been delivered to me.

Superbalist then advised that they were “investigating” the matter. I have now been informed that, based on their internal checks of their packaging and dispatch process, everything appears to be in order and they will therefore be returning the incorrect item back to me. This effectively suggests that I received the correct item, swapped it myself, and then returned a different product — which is simply not true.

The item they want to send back to me does not belong to me and will not even fit me, as it is an extra small. I have already informed them not to return this item to me because it is not mine. Despite this, they have insisted that they will return it, which means I will not be refunded for the incorrect product that was delivered to me in the first place.

I have asked Superbalist to review their warehouse CCTV footage, as this will clearly show that the wrong item was packaged and dispatched to me. The item I received is not even remotely similar to what I ordered.

As a customer, this is very frustrating. I acted honestly and reported the issue immediately, yet I am now being treated as though I am at fault.

I would like this matter to be properly investigated and resolved, with either: • The correct item delivered to me, or • A full refund processed without further delay.

I hope Superbalist will take this complaint seriously and correct what is clearly a fulfilment error on their side.