THERE CLOTHES ARE FAKE! They didnt give me my package and then there customer service is bad. They scammed me and took my money

Absolutely diabolical customer service. Quite simply the worst I have ever experienced.
I purchased 3 pairs of footwear from this company.
The order was received quickly and the packaging was fine, however upon receipt and trying the items on I instantly realised that 2 of the items were not to my liking and I registered a return for them both online.
After trying the 3rd item on a couple more times I also decided that I didn't like the fit of these either.
I placed all 3 items in the same box they were received in, along with the paper returns form, clearly indicating that all 3 items were being returned for a refund.
I then arranged for DHL to collect the pacakage from my home address.
The package was picked up that same day and sent back to Mr Porter.
The issues are just about to begin!
I received an email to say that the returned goods had been received, and I was subsequently issued a refund, however when I checked the details I had only received a refund for 2 items.
I immediately tried to contact the customer help team on the phone but to no avail, so I sent them a message on Twitter.
I received a response which read, and I quote:
"According to your return form, you only created a return for 2 items, and we received 2 items back. Did you return it separately using a different return label"?
I quickly realised that I had forgotten to add the 3rd item to my online return request, which was obviously my error, what worried me & angered me though was the fact that in the message I received it stated that they had only received 2 items back. This was a complete and utter lie by someone at Mr Porter.
I replied to the message, explaining what had happened, and asking how it was not possible to clarify what had been returned simply by correlating what was in the box, with the paper return form and the relevant order number.
I was then informed that they were sorry for any confusion and inconvenience and they would look into the issue, hopefully resolving the problem and issuing a refund within 48hrs. This all happened on Saturday 20. 08. 22 and I am still awaiting a response from this terrible company.
Despite numerous messages and phone calls to the supposed customer service team, they are still telling me it is under investigation.
I did ask the question, that had I stated on the online portal that I had returned all 3 items, but only returned 1, would this mean that I would still get a refund for all 3, simply because the online portal stated 3 items had been returned or would they correlate this with what was in the box? Guess what, they would as this would mean them being out of pocket.
In this is case, it would appear that someone is fraudulently trying to claim a free pair of trainers, which is obviously theft!
Due to the lack of help, and the fact that I am still in this position despite all 3 goods being returned to them on Saturday, I have now had to take the matter up with Trading Standards & I am also in the process of logging it as a crime (theft).
If you take the time to read other reviews you will clearly see that this is not the 1st time Mr Porter have done something like this.
Please take heed and buy off some of the other honest, trustworthy & reliable retailers

This is the worst customer service i have encountered with mrporter.com, i have sent them multiple emails and have yet to get a reply from them. The person who has so "kindly" agreed to follow up on my case goes by the name of Muhammad (Zack).

I ordered a pair of shoes from Mr porter and had to wait a couple of days before it was shipped out to me, given that it is during sale period, thats fine with me and it is understandable that shipment would be delayed 1-2 days.

Upon receiving the product, the whole entire shipping box was smashed and slashed through (mind you Mr Porter has gone budget and you dont get their official Mr porter boxes anymore, it is simply a flimsy brown carton box). Thankfully, the gaping side was on the opposite side of where the shoes were packed.

However, upon opening up the package, both Shoes were damaged at the heel portion, as though the product purchased was seconds or factory rejects. The sole of the shoes were also slightly black, which possibly mean that it was a return pair by a previous customer.

I then called Mr porter right away from Australia, and this "Zack" Muhammad so kindly assisted me and offered me numerous options - a discount + Store credit or a full refund.

I decided to go ahead with a full refund upon return as i do not believe i should be paying good money for a faulty product.

Muhammad then assured me that he will "personally" follow up on my case and even told me to send him the tracking details so that he can track it himself and upon receiving the returned product, will personally Release the refund immediately.

Up to now, i have not heard from this so called Muhammad or from MR porter whether or not they have received the return faulty item.

I had to make numerous phone calls before being notified that the return product has finally been received by Mr Porter.

I was then told it will take 10 business days before i will received any emails that the refund has been released and if not, i should be contacting MY CREDIT CARD PROVIDER?! ARE YOU SERIOUS MR PORTER? YOU SENT ME A FAULTY $#*! PRODUCT AND I HAVE TO GO THROUGH ALL THIS TROUBLE TO GET MY MONEY BACK?

I am still awaiting for "ZACK" Muhammad to call me back and release my funds.

I will not hesitate to take legal action against your company and this is the very last time i will be placing any order with your lousy company. You guys are not the Mr Porter i used to purchase from anymore!

There are many other online shopping website out there, so future buyers please BEWARE!