SportsDirect.com review: Charged for order I did not place or receive

For Christmas 2025, I placed an order for a pair of Nike Air Max Shoes Size 3 with personalisation as a christmas present. The order was placed, charged, and sent and I received the order. Around 1 week later, I received the exact same order, as charged again, yet on my Sports Direct account it was only showing the one original order. I contacted Sports Direct who said it was an error on their part and to return the parcel, even though it was personalised. They sent a returns label and I returned it. The parcel was received by Sports Direct and I received an email on Jan 13th to say they could not accept the return as it was personalised and the item would be returned to myself. I responded to say that I contacted them and they said it was fine to send them back. I sent them the original response I had received. I put across that I was extremely unhappy that I had received and been charged for an item tat I had not ordered and was not showing in my orders on my Sports Direct account. I received a further response to say that as per policy, they cannot accept personalised returns, again, and that they would be returning the order to me. I then was sent the order back to myself through Evri, who showed the delivery photo of the parcel on my doorstep (I have a safe place listed) and when I returned home from work, the parcel could not be located and has since not been found. Therefore, I have been charged for and not received an order that I have not even placed. The lack of communication from both Sports Direct and Evri has been absolutely horrendous, despite numerous emails from myself to chase them up.

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