Quality issues with Urban Outlet Express Corp. product

After my initial complaint, Urban Outlet Express Corp. contacted me to troubleshoot the formal shoes. We tried several solutions over the phone, but none fixed the issue. I'm still waiting for a replacement or refund.

Dear customer, I am reaching out regarding your recent complaint about our extended warranty. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Advocacy Manager at Urban Outlet Express Corp., 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 $271.34 to your original payment method 2. Added a $271.34 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-FB51AEA2 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, Joseph Clark Customer Advocacy Manager Urban Outlet Express Corp.