Jay

Lodging this formal complaint regarding the unacceptable delays and poor handling of my return request for a faulty item under Order #JXRX6PYW.

I have been trying to resolve this issue for over a week, yet despite multiple interactions, my case remains unresolved, and promised follow-ups from your team have not materialized.

Below is a summary of the timeline of the communication failures I have experienced:

Initial Return Request (Ticket #3070843): I initiated a return for a faulty item and provided all necessary photographic/video evidence as requested by your team.

Thursday, 9 July – Saturday, 11 July: I was forced to repeatedly open chat sessions (including Tickets #3071127, #3071484, #3071804, #3072848, and #3074601) just to get an update, as no one was proactively reaching out to me.

Saturday, 11 July (Chat with Paolo): During this chat, the agent initially claimed that evidence hadn't been received, which was incorrect. After I offered to resend the entire correspondence history, the agent acknowledged that a colleague had already processed the return request.

During that same chat on Saturday morning, I explained that I had borrowed a friend's car specifically that day to drop the faulty item off at your warehouse and pick up a replacement. The agent, Paolo, asked me to wait while he looked into it, assured me the returns team would contact me via email "the soonest," and then abruptly closed and transferred the chat, claiming I wasn't responding—despite the fact that I was actively waiting for his update.

It has now been a full week since this ordeal began. I was told a senior agent from the returns team would contact me within the next business day. No one has reached out, and I am still holding a faulty item with no clear instructions or replacement.

I have acted in good faith, responded promptly, and accommodated your processes. In return, I have experienced disordered support, contradictory information, dropped chat sessions, and broken promises regarding follow-ups.

I booked a central Queenstown resort (Swiss-Belresort) through Super.com four months in advance (September) specifically to ensure safety and accessibility for New Year’s Eve. Upon arrival on December 31st, I was informed by the front desk that Super.com never transmitted the booking. I spent three hours in the hotel lobby coordinating with a representative named "Nandy." Despite the city being at 100% capacity, the "solution" offered was a relocation two hours away—a suggestion that showed total disregard for our safety and physical state after a long-distance drive.

I was eventually forced into a residential homestay 21km outside the city, arriving at 7:30 PM. This was a fundamental breach of contract; I paid for a private, professional resort and was forced into a shared living space with property owners.

This company is unreliable for peak-season travel. They failed to deliver the service booked and provided negligent relocation assistance.