| Address: Borosil Limited 1101, Parinee Crescenzo, G Block, BKC, Bandra Kurla Complex, Bandra East, Mumbai, Maharashtra 400051 CIN Number : L36100MH2010PLC29272 |
| Website: myborosil.com/?utm_source=adyogi&utm_medium=google-search&utm_campaign=MYBO_8848_adyogi_Brand-Search_Engage_Website-12719207001&gad_source=1&gclid=Cj0KCQiAsaS7BhDPARIsAAX5cSCp_SLS-Q3J02dcKVxsc |
I am writing to formally lodge a complaint against Borosil regarding the defective water bottle I purchased via Amazon and the subsequent mishandling of my issue under the product’s one-year warranty. The following is a detailed account of the events and the immense inconvenience caused to me due to Borosil’s unprofessional and non-cooperative behavior:
Purchase Details: Borosil Hydra Trek 850 ml Stainless Steel Water Bottle
Product: Borosil Water Bottle
Purchase Platform: Amazon
Order ID:[protected]
Purchase Date: 19/10/2024
Invoice Number: DED4-316062
Sequence of Events:-
Initial Issue Identification:
On 15th December 2024, I reported a defect in the water bottle and provided all requested details, including:
Name, email, contact number, address, product details, invoice copy, product image, and video (360-degree view).
Information regarding the hot/cold issue and water temperature used, as per Borosil’s testing requirements.
I conducted the boiling water test as requested and shared the results.
Additional Information Request:
On 17th December 2024, Borosil requested additional shots for the video, which I promptly provided.
Replacement Recommendation:
On 18th December 2024, I received an email confirming that the replacement of the product had been recommended to Borosil’s quality team. I was informed that further details, if required, would be communicated.
Procedure Clarification:
On the same day, I inquired about the replacement timeline and procedure. Borosil responded that the process would take 10-12 working days, starting with the collection of the defective product.
Collection of Defective Product:
On 21st December 2024, Borosil collected the defective bottle from my home at 12:40 PM.
Stock Unavailability Notification:
Later on 21st December 2024, at 6:25 PM, I received an email stating that the replacement could not be processed due to stock unavailability. Instead, I was offered a coupon voucher for use exclusively on Borosil’s website (www.myborosil.com).
Refund Demand:
On the same day, I replied via email, rejecting the coupon offer and demanding a refund of the original bill amount to the source of payment.
Final Response:
On 23rd December 2024, I received an email from Borosil stating:
They could not process a refund as it was not part of their policy.
I could either wait for the stock to be replenished or accept the coupon voucher for their website.
The email failed to provide a timeline for stock replenishment and ignored my valid demand for a refund.
Customer Service Interaction:
During my interactions with Borosil’s customer care team, I experienced the following issues:
The executive refused to escalate my call to a supervisor or manager, instructing me to respond via email instead.
My request for written confirmation regarding the stock replenishment timeline was denied.
I proposed receiving an Amazon voucher, as the product was purchased from Amazon, but this reasonable request was rejected.
The executive’s dismissive and uncooperative attitude made it evident that customer satisfaction was not a priority.
Hidden Terms and Misrepresentation:
Borosil failed to inform me upfront about their “no refund” policy.
The stock unavailability was communicated only after the defective product had been collected, leaving me without a replacement or refund.
The offered coupon is restrictive, usable only on Borosil’s website, which is not a commonly used platform, thereby limiting its value to the consumer.
The product was purchased on Amazon at a discounted price, which is not available on Borosil’s website. Even if discounts exist, the final price on their website is significantly higher. This approach forces me to spend more on the same product, which appears to be a tactic to extract additional money under the guise of warranty resolution.
Impact on Me:
Time and Effort:Multiple email exchanges and phone calls with Borosil’s customer care team have consumed significant time and effort.
Attempts to resolve the issue have been met with delays, non-cooperation, and a lack of accountability from Borosil.
Monetary Loss:I am left without the product I paid for or a proper resolution, effectively causing a financial loss.
Emotional Distress:The dismissive attitude and refusal to address my concerns have caused immense frustration and disappointment.
Complaint:
I demand that Borosil take the following actions immediately:
Refund: Issue a full refund of the original bill amount to the source of payment (Amazon) as the replacement was not fulfilled.
Acknowledgment of Poor Service: Issue a written apology acknowledging the inconvenience caused and the lack of proper resolution.
This case highlights blatant disregard for consumer rights, unprofessional customer service, and unethical business practices designed to promote Borosil’s website at the expense of customer satisfaction. I expect an immediate resolution and will not hesitate to take all necessary legal steps to protect my rights as a consumer.
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