[mothered]

the agent claimed to have used all possible tools to solve this

It doesn't tell you anything.

What tools? How were they used to conclusively assess the delivery personally made Its way to you? These are questions they should be answering with their replies.

but could not give me a refund, I asked for my case to be escalated and demanded a solution as the product has not reached me so the responsibility is theirs, but they kept saying it had been delivered and they could do nothing

They're totally missing the point.

It's understood the delivery made Its way to your address, but not "yourself". That's what they need to address.

in the end I gave up and asked for a legitimate refund.

Fair enough.

As for the transcript if I had it and I have attached it along with a screenshot of the chat and I have sent them by mail but it said that it must be a mistake

Well, their mismanagement Is not your problem.

The refund was confirmed, and they failed to provide It without any justification whatsoever.