Refusing to deliver all items purchased

On 21 March 2026 (Order #***), I placed an order which was partially delivered on 24 March 2026. Not all items I paid for were included. I immediately contacted your support team and was advised by Jaden F to log a return so that the correct items could be sent. This return (MRRN-B8NKO-6WPG) was collected on 25 March 2026, despite the fact that the initial delivery itself was incomplete.

I was assured that a replacement order would include all items. However, when the replacement order (Order #***) was delivered on 30 March 2026, it was once again incomplete.

At this point, the situation became unacceptable.

I contacted support again and was advised by Luniko N to return the parcel yet again. I refused, as this is completely unreasonable and highly inconvenient for me as the customer—especially given that the issue originated from your failure to deliver correctly not once, but twice.

I then requested escalation and a resolution in the form of either:

Delivery of the missing items, or

A full refund for the items I paid for but never received

I comp**** fully with all requests from your team, including submitting photos of the parcel, barcode, and delivered items.

The matter was escalated, and on 9 April 2026, Avuyile G confirmed that a refund would be processed.

Now, as of 14 April 2026, I am being told that neither the missing items will be delivered nor will a refund be issued.

This is completely unacceptable.

You have effectively taken payment for goods that you have failed to deliver, despite multiple opportunities to correct the issue. This is not only poor customer service—it borders on ********* business practice.

It has now been over two weeks since my initial order, and I am still without the items I paid for or any form of resolution. I have gone above and beyond in cooperating with your processes, yet I am being penalised for errors that are entirely on your side.