Theft

I consider myself a good customer and always had a positive expierience. I gave high ratings on their survey. In this case I am at my wits end. I can not clarify the matter due to not being able to contact their customer hotline anymore after having an unpleasent encounter with their return department. They declined the return of a heated blanket without giving me further information via email as stated in the app. After contacting the customer help line it took one week to inform me that a hair was found on the article when they inspected the blanket leading to a decline of the return. A blurred photo of the blanket with open plastic wrapping was provided. I offered to do a DNA test to proof that this is not mine as a I did not even take the article out of the plastic. Further emails were ignored. They just kept the article and did not send back to me providing the hair for forensic investigation. Nor did I get a refund. This is theft. I paid for the article and they kept it. I bought another heated blanket at games now. I am very disappointed about this as I was always a happy customer.