I spent £3k on a puffer jacket and got an empty box

Q Last November I bought an expensive luxury coat online from Moncler. The box arrived with damaged security seals, but the delivery driver assured my mother that we could accept it and contact Moncler to file a claim. I did this the next day.

Over the course of the next month, Moncler frequently failed to respond to my emails or requests for updates, and provided information that seemed contradictory. Initially, Moncler told me not to open the box, but eventually it doubled back on its advice and asked me to open the box in January this year.

The box was empty and someone had stolen my £3,000 coat. I recorded myself opening it and sent the full video to Moncler. I expected this would be the end of the matter. Then it said I wouldn’t be refunded because more than 14 days had passed since delivery. I tried to raise a chargeback through my bank, but Moncler rejected it, essentially blaming me and describing me as “very rude”. –RY, York

A Moncler’s version of events was different to yours. It said its customer services team had offered for you to return the parcel on Dec 20 and get a refund. An agent apparently initiated the returns process and advised you to open the parcel, using the included return order label for a free return. It claimed you refused to open the parcel. However, after reviewing its exchanges with you, it recognises its communication with you wasn’t clear enough. It has now processed your refund and you are making a donation to charity.

A spokesman said: “Moncler always strives to provide exceptional service. While in this instance, we were not able to live up to this ambition, we’re glad the matter was resolved and we will use the valuable feedback from this experience to further improve our processes.”