Today’s story is heavy and shows the emotional impact of refunds that isn’t always considered.
Rhonda reached out to us to share her story. She purchased a brand-new laptop for her son’s 18th birthday; when it arrived broken, Rhonda immediately sent it back for a refund. Due to the financial strain of the purchase, she opted to wait for her refund to purchase another gift. However, that refund seemed to disappear into thin air.
Here’s the letter that Rhonda sent to the retailer:
To Whom It May Concern:
I am writing to express my extreme disappointment and frustration regarding my recent experience with your store. As a long-standing customer of your business, I never imagined I would find myself in such an unfortunate situation, especially during what should have been a joyous time for my family.
On July 8th, I purchased the newest laptop from your store for my son’s upcoming birthday. My son has been eagerly anticipating this special day, and I was excited to surprise him with the perfect gift he’d been wishing for. Unfortunately, my excitement has turned into utter disappointment due to the mishandling of my refund.
One week later, on July 15th, the laptop arrived broken. I promptly contacted your customer service to initiate a return and request a refund. I was assured that the refund process would be swift and that the funds would be returned to my account within 7-10 days. However, to my dismay, the refund has not yet been processed as promised.
As the days passed without any updates or signs of the refund, I began to worry. I had set aside this money specifically for my son’s gift, and now, with the event just around the corner, I find myself struggling to make ends meet and scrambling to find a suitable gift in the limited time left. The anticipation and excitement that should have accompanied this occasion have been replaced by stress, disappointment, and embarrassment.
I am appalled by the lack of transparency and accountability in this matter. It is disheartening to see a business that I once trusted fail to deliver on its promises. This experience has not only tarnished my perception of your company but has also deeply affected my family’s celebration plans.
I strongly urge you to address this matter with the utmost urgency. I request an immediate resolution to this issue, including a prompt refund of my purchase amount as initially promised. Additionally, I hope that your company will take the necessary steps to improve its customer service and prevent such instances from occurring in the future.
I believe in giving businesses an opportunity to make things right, and I sincerely hope that you will take this matter seriously and provide a swift and satisfactory resolution. I expect to receive a response from your side no later than [Date], confirming the refund and outlining the steps taken to prevent similar occurrences.
Thank you for your prompt attention to this matter. I hope that I can share a positive outcome of this situation with my son on his birthday.
Sincerely,
Rhonda *******
[End Letter]
Rhonda did not receive her refund until August 26th. Her son’s birthday was August 7th. If this doesn’t convince you that the refund system is twisted, then I don’t know what will.
You can reach out to us with similar stories here.
Yours Truly,
The Instant Refund Expert™
The Refunds Blog 