Dear National Consumer Complaints Forum,
I trust this letter finds you well. I am writing to bring to your attention an extremely disappointing experience I recently encountered with an order placed through Amazon.in. I believe my concerns warrant serious consideration and investigation.
On 8 November 2023, I made a purchase through Amazon.in (Order ID:[protected] for a [Sony LinkBuds S WF-LS900N Truly Wireless Noise Cancellation Earbuds], intending it to be a special gift. The item was carefully gift-wrapped and remained unopened until the occasion. To my shock and dismay, upon unwrapping the gift, it became evident that the product was not in the new condition as advertised and paid for.
The deviations from the standard for a new product were glaring - the original Sony seal was tampered, the device was powered on, and it lacked the typical protective films or battery insulators that accompany brand-new electronic devices. Additionally, the absence of the original protective seals and the device already being in an active state were clear indicators that the item had been used before my purchase. Moreover, the package was missing essential accessories, including a charging cable and extra earbuds.
Recognizing the urgency of the matter, I promptly contacted Amazon's customer service on the same day, only to be informed that the return window had closed. Despite explaining the unique circumstances surrounding the gift-wrapping and the nature of the issue, I encountered a rigid adherence to policy without due consideration for the exceptional circumstances.
This experience has not only been embarrassing but has also severely impacted my trust in Amazon.in. As a loyal customer, I did not expect such a lapse in quality control and a lack of empathetic customer service from a brand of Amazon's stature.
I have exhausted all avenues for resolution, including contacting customer service through traditional channels and social media. Regrettably, my concerns remain unaddressed. I am left with no choice but to escalate this matter further by filing a formal complaint with the National Consumer Complaints Forum.
I am hopeful that this complaint will prompt a thorough investigation into the issues raised and lead to a reconsideration of Amazon's policies, especially in exceptional cases like mine. I believe in the National Consumer Complaints Forum's commitment to consumer protection and hope that your intervention will lead to a fair and just resolution.
I kindly request a prompt response to this complaint, including details on the steps that will be taken to address the issues outlined herein.
Thank you for your attention to this matter.
Sincerely,
Yamuna Aarthi
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