Bergen Waterproof Mid Boot (Men)

I placed an order for the Bergen boots on 28 December 2026, with a promised delivery date of 5 January. However, the order was never picked up by the carrier. After multiple follow-ups via email and phone, I was finally informed on 6 January that the package was supposedly lost in transit and that a refund had already been processed-without any prior communication or consent from me. This handling of the situation is highly unprofessional. At no point was I consulted or given an option to reship the product, which is basic customer service etiquette-especially for a seasonal essential like snow boots. Instead, a unilateral decision was made on my behalf, leaving me without the product when I needed it most. To make matters worse, my money has now been blocked for nearly half a month, with the refund expected to take an additional 5-7 business days to reflect. This is unacceptable for an error that was clearly not caused by the customer. The customer support experience was equally disappointing. There was no sense of accountability, urgency, or empathy, nor was any alternative solution offered to help resolve the situation. Overall, this has been a poorly handled case, reflecting a serious gap in order fulfillment, communication, and customer care standards. I expected far better from a brand of this stature.