Order #was transferred multiple times without resolution never delivered by Mart Express

I'm updating my complaint because Mart Express finally contacted me today. They've offered to replace the sweater, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear valued customer, Thank you for bringing this matter to our attention. We at Mart Express take all customer concerns seriously and are committed to ensuring your satisfaction. We have reviewed your complaint regarding our fitness tracker and have initiated an internal investigation (Reference: REF-7D128C1D). One of our specialists from our Support Operations will be contacting you within the next 13 business days to discuss this matter further and work towards a resolution that addresses your concerns. We appreciate your patience and look forward to resolving this matter to your satisfaction. Sincerely, Karen Martinez Senior Support Specialist Mart Express Customer Relations

ComplaintNest Administrator Alert: We have noticed that Mart Express has not yet responded to your complaint about their training session. We have sent a formal escalation notice to their corporate office and have initiated our second-level notification process. Please be assured that we are actively monitoring this situation and will take additional steps if necessary to ensure your complaint receives proper attention. ComplaintNest Advocacy Team