My partner bought me a Rolex for my birthday which should have arrived on Dec 5th. Unfortunately Royal Mail seem to have lost the packaging which was stressful at first but watchfinders assured us that they are insured so we don’t need to worry and that we could have a full refund. After confirming he would like a refund my partner has been trying to get his money back and has so far had no success. They explained on the phone It wasn’t a problem and the refund would take 3-5 days, but nothing yet. When ever he calls he is passed around from department to department saying ‘someone is handling it’. As you can imagine it’s a lot of money which we are currently out of pocket of, and with no watch. It is causing us a huge amount of stress as a family and we really hope we can resolve it soon. I would like to believe that things are perhaps taking so long due to staff shortages and Covid, but we have had little explanation as to what the hold up is. Really hoping it can be resolved soon so that we can move on as it is causing my partner huge amounts of anxiety.