My U.S. Polo Assn. Sweater Order Delivered with a Hole

On 25.12.2023, I ordered a sweater with the code U24823550216968 from https://tr.uspoloassn.com. The order was delivered a few days later by a local shipping company. I received the package, and there seemed to be no problem with the front of the bag that was sent in. However, upon opening the bag immediately after the courier left, we discovered only one of the two items we ordered. After checking the order status on the website, we realized the missing item. The back of the courier bag appeared to have been caught in a loading band or similar, damaging the bag and, consequently, the sweater inside, as visible in the attached image.

Upon contacting the shipping company, they informed me that they couldn't create a report as the delivery was completed and that I should contact customer service at the place of delivery. I called U.S. Polo and explained the situation, and they sent me a link to file a complaint with photos of the damage (CAS-430566-S5F3K3). They assured me of a response within two days, but after the New Year holiday, no response was received. Attempts through their website and online channels also went unanswered. Today, on 09.01.2024, I called U.S. Polo's hotline and was informed that nothing could be done since I didn't create a report during delivery.

Having been an online shopper for 23 years, preferring reputable sources for significant purchases, I've rarely encountered issues, and they've always been resolved. I never anticipated that a brand like U.S. Polo Assn., with my flawless history as a customer, would leave me stranded in such a situation. If a brand as supposedly reliable as U.S. Polo Assn. is willing to abandon a customer even in a situation not caused by them, with customer service showing no interest, why should I remain loyal and pay extra?

In essence, U.S. Polo Assn. left us hanging due to their negligent packaging, sending the purchased garment in a bag without proper protection.