The Premium Palace refused to address issue

After my initial complaint, The Premium Palace contacted me to troubleshoot the jacket. 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 repair service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Support Executive at The Premium Palace, 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 $240.85 to your original payment method 2. Added a $240.85 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-AB394288 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, Patricia Moore Client Support Executive The Premium Palace