Formal Complaint and Request for Exception Review – Refund

Dear Sir / Madam,

I am writing to formally lodge a complaint and request an exception review regarding a recent purchase of sneakers that were intended as a gift.

Unfortunately, the sneakers do not fit at all. Due to an oversight on my part, I missed logging the return within the stipulated 30-day return and exchange period. Once I realised this, I immediately requested an escalation on an exception basis, as the item is still brand new, unused, and remains in its original box. I also provided clear photographs as requested.

Despite this, my request was declined purely based on policy. While I understand and respect company policies, I did explain that many other retailers allow an exchange for alternative items in similar circumstances, particularly where stock for the same item is no longer available. In this case, while I am unable to use the sneakers, the store would reasonably be able to resell them with ease.

Denying both a refund and an exchange leaves me at a complete financial loss, which I genuinely cannot afford. I fail to understand how this outcome supports customer satisfaction, especially when no flexibility is being app****, even for an exchange to another product.

This was my first experience with your store, and unfortunately, the handling of this matter has left me extremely disappointed. Regrettably, it would influence my decision not to recommend the store to others based on this experience.

I respectfully request that my case be reconsidered as an exception, either through a refund or an exchange for an alternative item. I trust that customer care and fairness can be taken into account in reviewing this matter.

Thank you for your time and consideration. I look forward to your response.

Kind regards, Firdous