The Souled Store — Wrong product delivered

Address: Headquarters: Mumbai, Maharashtra, India Contact Email: [email protected] Contact Number: +918767221221 Company Type: Private Company

Website: www.thesouledstore.com

I am writing to escalate a highly frustrating and unresolved issue regarding Order ID: 18801451.

I had initially filed a genuine return request through both your app and via email. I received a slightly tampered package containing the completely WRONG product. Crucially, this incorrect item still had fresh, original "The Souled Store" brand tags securely attached to it, proving undeniably that the packing error occurred at your warehouse.

Despite sending multiple emails with clear photographic evidence to your support team at [protected]@thesouledstore.com, requesting them to take proper and logical action, my requests were rudely and abruptly denied. Your team arbitrarily blamed me for accepting the package and dismissed my claim.

Furthermore, your customer support cited an invisible "internal audit" as their reason for rejection while explicitly refusing to share the CCTV packing footage of my order. As a professional Senior Audit Officer for the government, I am fully aware of how actual audits function. An internal audit that operates in total secrecy and refuses to provide documentary evidence to the affected consumer is invalid, non-transparent, and unacceptable.

Because of the rude dismissal by your Tier 1 support and their blatant refusal to honor your advertised "30-day no questions asked" policy, I was forced to escalate this legally.

Please be informed that a formal grievance has now been officially registered against The Souled Store with the National Consumer Helpline (NCH) for unfair trade practices and deficiency in service.

I am escalating this to the corporate level so you can review how your support team is handling genuine customers and hiding behind baseless excuses.

I expect an immediate review of my case by a competent senior authority, followed by a full refund. If this remains unresolved, the legal proceedings via the consumer forum will continue.

My NCH Grievance Docket Number is: 9145843

I await a prompt and professional resolution