Bershka Refused to Refund Missing Items From My Black Friday Order Despite Evidence

Dear Bershka Customer Service Team, I placed an order (order number: 40192608991) consisting of 8 items through the Bershka online app during the Black Friday sales on November 28, 2024. The package was delivered to my address on December 5, 2024. However, upon opening the package, I noticed that 2 items were missing. The following day, during business hours, I contacted your customer service team via WhatsApp, as the support hotline never connected me to an operator. I explained the situation and was informed that I would receive a response via email. After waiting patiently, I finally received the attached email today (December 11, 2024). While explaining the situation via WhatsApp, I clearly stated that I had opened the package myself and there was no tear or damage to the package. Despite my honesty, it feels like I have been accused of stealing the missing items and trying to deceive the brand. This has been an incredibly frustrating experience. Two out of the three items I purchased at a discount were not delivered. If I were attempting to fabricate this situation, why would I only claim that two items were missing? Moreover, why would I admit that I had opened the package myself? I cannot accept such treatment from an international company that I trusted for its professionalism. I have shopped from many brands, but I have only encountered this kind of issue with Bershka.com. I kindly request the resolution of this matter. The cost of the missing items is not a significant amount, and if I intended to deceive you, it would not make sense for me to wait for a response from your side for over a week. Additionally, I had initially requested the missing items, not a refund. This entire situation is an unacceptable failure in customer service. I hope you take the necessary steps to address this matter promptly. I would like to provide a translated version of the email content for your reference: "Dear Customer, Thank you for shopping with Bershka.com. Following our investigation, we have determined that no issues occurred during the preparation or shipping process of your order. Therefore, we are unable to proceed with a refund for your order. Thank you for choosing us. We look forward to welcoming you back to Bershka.com!" Sincerely,