[Jhc55]

So shade station have come back to me with the below response and also images of them packing the sunglasses in the case and the you can clearly see the sunglasses in the image. Any idea how I proceed from here as I’m pretty sure this has failed.

@mothered
Thank you for your patience whilst we looked into your query of a missing pair of sunglasses within your parcel.

I can confirm that we have now conducted an internal investigation. The CCTV footage has been checked, a full stock count has been implemented of the Tom Ford frames and as we have a small dispatch team we have spoken to the members of staff involved in the quality checks and dispatch of your order.

Our findings do show that the Tom Ford FT0753 01B 62 sunglasses were picked and shipped on your order. (Please see the CCTV attached images). Due to the value of the order, this was checked by two members of staff whom, upon questioning are confident that the frame was packaged in the parcel. (See attached images of the frames being checked) As part of the dispatch procedure, we highlight on the return form the number of frames checked. Your return form will shows the number 1 has been written and circled and the frames ticked off as they have been checked.

As a result of the above, we are positive that the frame was sent to you and therefore I am very sorry to inform you that we would not be able to offer a replacement or a refund for the order on this occasion and would strongly advise that you double check with all members of your household that it has not been misplaced.

Should you have any further queries please do not hesitate to contact us.