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Disappointing Experience with Recent Purchase and Customer Service
I am writing to express my extreme disappointment with the level of customer service I received regarding my recent purchase of two wetsuits from your company. Despite my excitement to receive the products, I was met with significant frustration and inconvenience.
Upon receiving my order, I discovered that only one wetsuit was included, and to add to the issue, the received item was not the product I had initially ordered. This discrepancy not only left me without the full order but also with an incorrect item that does not meet my needs.
'Our Team was in the process of shipping your suit and noticed that there is a finger nail mark in the suit. Unfortunately this is our last one so normally we would send a different model. We can offer 10% off the suit and use some of our repair glue to patch it up. Let us know what you think and if you would like to go ahead.' - cited when I found only one wetsuit was included.
'Unfortunately for these wetsuits they only come with the long john style and not the high waisted pants. It appears we had just included the incorrect photo for this product on our website. ' - cited when I questioned the product mismatch the one I purchased.
In response to this error, I promptly reached out to your customer service department to seek resolution. However, I was appalled by the inadequate remedy provided. Instead of issuing a full refund for the missing and incorrect product, I was only refunded half of the purchase price. This response is completely unacceptable given the circumstances and fails to adequately address the inconvenience and disappointment caused by this experience.
As a loyal customer, I expect a level of service that reflects the value and integrity of your brand. Unfortunately, this experience has fallen far short of my expectations, leaving me deeply dissatisfied with my overall interaction with your company.
I urge you to rectify this situation promptly by issuing a full refund for the missing and incorrect product, as well as reassessing your customer service protocols to ensure that other customers do not encounter similar issues in the future.
I look forward to your swift response and resolution of this matter. - via 