Rossmann Failed to Deliver My 15 Items and Has Not Issued a Refund

I placed an order for a total of 15 items through the Rossmann mobile app on October 24, 2024, under order number rso102188998. Although my order was scheduled to be delivered on October 30, 2024, the return process was initiated without the shipment ever arriving at my delivery address or any delivery attempt being made.

After noticing this issue, I contacted both Rossmann customer service and the courier company. Rossmann's customer service informed me that my order had been marked for return. When I asked why, they suggested that the shipment might have been damaged, even though I was available at the delivery address and no delivery had been attempted. However, I was never notified about any alleged damage, and none of the products were delivered to me.

Despite the return process having been initiated, 12 days have passed and the amount charged to my credit card has still not been refunded.

As a result, I have neither received the 15 items I ordered nor recovered the money I paid, leaving me in a very frustrating situation. I find it unacceptable that such a large and established company would handle a customer order in a way that seriously undermines customer satisfaction.

I demand a clear explanation of why my order was returned without any delivery attempt, an immediate and full refund of the entire order amount to my credit card, and written clarification regarding the inconvenience I have experienced. I expect Rossmann to investigate this matter and resolve it without further delay.