I’m truly sorry to hear that your recent experience with us did not meet your expectations. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.
Regarding your return, while we do not offer free returns as per our policy, we do provide an option for home collection at a cost of £30. However, we understand that this may not be the most economical choice for you. As you mentioned, you were able to return the item at a cost of £9, which is perfectly acceptable according to our return policy.
We regret that the promised follow-up from our supervisor did not occur and will review this internally to ensure it doesn’t happen again. Your feedback is invaluable, and we will use it to improve our service.
If you need further assistance or if there's anything else we can do to resolve this, please contact us directly. We hope to have the opportunity to restore your confidence in our company. Kind regards, Cristina