Subject: Urgent Grievance: Unresolved Gift Card Balance Issue, Unfair Policy, and Poor Customer Service
Dear Grievance Officer,
I am writing to express my deep dissatisfaction regarding a recent issue I faced while attempting to place an order on your website, which has led to significant financial loss, distress, and frustration due to the conduct of your customer support team.
Incident Summary:
I purchased a Mamaearth gift card worth ₹1265, intending to use it for an order totaling ₹1298. After applying the gift card and attempting to pay the remaining ₹33 via UPI, my order was inexplicably rejected, yet the full amount of ₹1265 was deducted from my gift card balance without any order confirmation or delivery. This appears to be a technical fault on Mamaearth's platform, for which your company is responsible.
Customer Service Experience:
Upon encountering this issue, I promptly contacted customer support for assistance, but the experience was far from satisfactory. I faced:
Excessive Delays: I waited over 20 minutes for a response, during which I was left in uncertainty about my order and funds.
Rude and Unprofessional Conduct: The responses I received were dismissive and lacked any real effort to resolve the issue. This behavior is unacceptable for a company that claims to prioritize customer satisfaction.
Inadequate Resolution: Instead of refunding the deducted amount to my gift card, I was offered a cashback of ₹1265 in my Mamaearth wallet. However, your policy only allows 70% of the wallet balance to be used for future purchases, effectively locking away ₹378 of my money. This restrictive policy is unfair, especially when the issue arose from a fault on your end.
Grievance and Demands:
This incident has caused me considerable stress and financial inconvenience. I am extremely disappointed by the lack of accountability and poor customer care exhibited by your support team. Given that this issue resulted from a fault in your system, it is unacceptable that I am being penalized for your company's error.
I request the following actions be taken immediately:
Immediate Restoration: Restore the full amount of ₹1265 to my Mamaearth gift card balance or refund it to the original payment method.
Policy Review: I urge Mamaearth to review and amend its policy on gift card and wallet usage, particularly the 70% restriction, which is unfair and places undue burden on customers.
Compensation for Mental Harassment: Considering the distress and inconvenience caused, I demand compensation of ₹10, 000 for the mental harassment and time wasted in resolving this matter.
Formal Apology: I expect a written apology from your company, acknowledging the poor customer service and the failure to provide a timely and effective resolution.
Next Steps:
If these demands are not addressed promptly, I will escalate this matter by:
Filing a formal complaint with the Consumer Forum for fraudulent practices, seeking recovery of my funds and compensation for the mental anguish caused.
Taking legal action against Mamaearth for the financial and emotional distress caused by this incident.
I trust that you will take this matter seriously and provide an appropriate resolution swiftly to prevent other customers from enduring a similar experience.
Sincerely,
Dilnawaz
[Order ID: [protected]]
[Order Date: 21/08/2024]
[Contact: [protected]]
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