Dot & Key Skincare Shopping — Missing product, ordered 2 product but received only 1

Address: 2/7 Sarat Bose Road, Vasundhara Building, 3rd Floor, Kolkata-700020, West bengal

Website: www.dotandkey.com

Subject: Missing Product and Unresolved Issue with Order #5744728- Dot & Key: A Disappointing Experience

Dear Concerned Team,

I'm writing to express my deep disappointment and frustration with my order #5744728, placed on 15th March and delivered on 27th March. I had eagerly awaited the delivery of two sunscreens, Mango Detan and Watermelon each of 80 grams, but was shocked to find only one product in the package.

Despite my immediate efforts to contact customer care and the delivery agent on the same day, I've been met with a cycle o[censored]nfulfilled promises and excuses. The initial response was to wait 3-5 days for resolution, which led to more waiting, more follow-ups, and ultimately, a rejection citing CCTV footage showing two products were packed. The lack of transparency and accountability is astounding.

What's even more disheartening is that I'm not being heard as a customer. I've asked for evidence of the CCTV footage, but it's deemed "confidential". I've requested a refund or return, but they say that there is no option for it .I also asked them to transfer my call to the senior customer care but the call won't be transferred to a senior, and my issue remains unresolved.

I urge you to reinvestigate this matter. I want a resolution - a replacement for the missing Watermelon sunscreen or a full refund. I'm attaching the order details below:

- Order #5744728
- Missing: Watermelon sunscreen 80 gram
- Date of order: 15th March
- Date of delivery: 27th March

I'm hoping for a prompt response and resolution.

Best,
Safalta Sapkota