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Replacement Not Sent After I Returned An Item Under Warranty.

I splashed out on some fairly expensive (for me) sunglasses in the winter sale last year and put them away for summer. Once I started wearing them the coating on the lens started melting off. It was past the period of a return however the glasses were still in warranty so I reached out to the supplier. After going back and forth for a few weeks, sending proof of purchase, proof of fault and even proof of address and identity, they offered the solution of a replacement. Unfortunately the same glasses where no longer in stock so I picked a different pair which were lower in value. They arranged the return and the faulty glasses have now been with them for over two weeks with no sign of the replacement being sent out.

I received an email this morning after following up and the response was that it might take some time. I don't understand what is taking time, I selected a replacement from 'in stock's items and the replacement was agreed prior to returning the glasses.

At what point can I escalate this?

Location: England

submitted by /u/Correct-Food7955
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Replacement Not Sent After I Returned An Item Under Warranty.

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