I had a similar experience with a hairdryer (I am bald). They refunded the cost of the item I actually ordered (not a hairdryer)(I am bald). They offered that I keep the hairdryer (still bald). They were insanely against picking it up/returning it.
I guess that in their model of profitability they have included "items gone rogue" (returns are calculated in the financial statements, auditors "love" returns - especially for purchases made on year -1 and being returned on year 0)(I assume write-offs hurt less the bottom line/the auditors are less angry as long as it is not a fraudulent write-off).
Back to the story, a month later they sent me the item I ordered, free of charge and a friend of mine got a lovely hairdryer on her birthday. And I honestly didn't know that hairdryers can cost more than £€$100!!!
I guess that in their model of profitability they have included "items gone rogue" (returns are calculated in the financial statements, auditors "love" returns - especially for purchases made on year -1 and being returned on year 0)(I assume write-offs hurt less the bottom line/the auditors are less angry as long as it is not a fraudulent write-off).
Back to the story, a month later they sent me the item I ordered, free of charge and a friend of mine got a lovely hairdryer on her birthday. And I honestly didn't know that hairdryers can cost more than £€$100!!!