My Replacement Was Promised but Never Arrived

When the case is stronger

• The promise identifies an item, authorization, and expected timing.
• The original item was returned or made available exactly as instructed.
• The business cannot provide a replacement order or tracking record after the promised date.

When the case is weaker

• The replacement remained conditional on inspection or inventory.
• A required return or verification step is incomplete.
• The requested substitute is materially more valuable than the approved replacement.

High-value evidence

• Replacement authorization
• Order or service number
• Expected delivery statement
• Tracking and carrier status
• Proof any required return was completed

The business’s strongest plausible position

The business may say the promise was conditional, inventory changed, the shipment was lost, or a required verification or return was incomplete.

Realistic remedies

• Ship the authorized replacement with traceable details
• Offer a genuinely comparable substitute
• Use the applicable refund or credit fallback

Related Consumer Help

• Warranty Claim Denied: What Evidence Actually Matters?
• The Company Won’t Honor Its Warranty
• The Company Admitted the Mistake but Still Hasn’t Fixed It