Poor customer service experience with Mansion at Cozy

I'm updating my complaint because Mansion at Cozy finally contacted me today. They've offered to replace the fitness tracker, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear customer, I am reaching out regarding your recent complaint about our expedited shipping. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Support Team Lead at Mansion at Cozy, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $342.55 to your original payment method 2. Added a $342.55 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-459F9394 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Jessica Davis Support Team Lead Mansion at Cozy

ComplaintNest Administrator Intervention: Due to the serious nature of your complaint regarding Mansion at Cozy's jeans and the safety concerns you've raised, we have expedited this case in our system. We have directly contacted senior management at Mansion at Cozy and have received assurance that this matter will be investigated promptly. Additionally, we have notified the appropriate consumer protection authorities as this appears to be part of a pattern of similar complaints. Please stand by for updates as we work to ensure this situation is properly addressed. ComplaintNest Consumer Protection Team