Seven Items Never Returned; Investigation Timeline Contradicts App's Own Window

A nearly two-year customer says a specific order was returned late, wrinkled, and with towels visibly stained, and that seven items were never returned at all (a sleep set, three pairs of jeans, and five pairs of underwear). She says a support agent addressed her by the wrong name and declined to escalate to a supervisor, and that she was told investigations take 30-45 days, which she notes contradicts a 5-day window shown elsewhere in the company's own app. She says email support conditioned a service-fee refund on her providing photos of the wrinkled clothing, despite chat agents having already documented in writing that the order was returned in an unclean state. She has filed a BBB complaint and is pursuing a property-loss claim for the missing items, specifically requesting direct monetary reimbursement rather than app credit.