I am writing to express my deep disappointment with the service I’ve received regarding a damaged product that was sent to me. Despite the fact that this issue was entirely caused by Dr. Martens, customer service informed me that I must resolve it myself and pay for the return shipping. One of the "options" given was to donate the damaged shoes and buy another pair, which is both unreasonable and unprofessional. When I requested to escalate the situation and provided legal proof regarding the warranty, I did not receive a response. I’ve followed up several times my order was from August and now it's October with no reply. Additionally, it's been over a month, and I still haven’t received another one of my orders. The lack of response, combined with the unacceptable handling of the damaged product, has left me extremely disappointed. I expect an immediate resolution to both issues and a response from a manager to address this situation.