Reimbursement Required Repurchasing Items First; Several Were Irreplaceable

A customer says several clothing items were lost during a Poplin order, and that Poplin acknowledged the loss but required the items be repurchased before reimbursement would be considered. Some of the missing items were handmade, discontinued, or purchased internationally, making repurchase impossible. The customer reported the issue immediately, provided item descriptions and values, followed up repeatedly over several weeks, and sent a formal escalation request, but says communication from the company eventually stopped entirely.