Unsatisfactory resolution from Elite Excellence Academy Holdings

An update to my situation: I've now spoken with three different representatives from Elite Excellence Academy Holdings, and each has given me conflicting information about how to resolve the issue with my winter coat. This is extremely frustrating.

Dear customer, On behalf of Elite Excellence Academy Holdings, I would like to personally apologize for the inconvenience you've experienced with our personal shopping service. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate free additional service to address this situation. Additionally, we have documented this case (Reference: REF-DFB8E145) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, Riley Robinson Customer Service Manager Elite Excellence Academy Holdings