Damaged Package Returns Leave Customers Without Replacement or Formal Complaint Path

A customer received a visibly damaged, previously opened package and was initially told a replacement would ship, only to later be informed they'd have to pay for a new order while waiting on a refund, with call transfers and disconnections along the way. When the customer asked to file a complaint, they were told only an internal, undisclosed review existed, revealing an absence of a real escalation path for returns gone wrong.