I am writing to express my concern regarding an order from the Google Store that has unfortunately been lost in transit (RMA97731536). Despite my efforts to resolve this issue with the delivery company, they have directed me back to you for further assistance.
As per consumer protection laws and the Consumer Rights Act, it is the seller's responsibility to ensure the safe delivery of items to the consumer. Given that the item has not reached me and is deemed lost, I would like to highlight the following points:
1. **Seller's Responsibility**: The onus is on the seller to rectify the situation when an item is lost before it reaches the consumer. I kindly request that you investigate this matter promptly.
2. **Redelivery or Refund**: Since the item has not been delivered, I am entitled to ask for either a redelivery of the same item or a full refund of the purchase price.
3. **Consumer Rights Act Compliance**: The Consumer Rights Act stipulates that if an item is not delivered by an agreed date or within a reasonable time frame (usually 30 days), the consumer has the right to cancel the order and request a refund.
4. **Request for Immediate Action**: It has been a month since the investigation began, and I have yet to receive a satisfactory resolution. Therefore, I am requesting an immediate update on the status of the investigation and a clear timeline for the redelivery or refund process.
I understand that issues in transit can occur, but as a consumer, it is important for me to have clarity and resolution on this matter.
I would also like to escalate my case in accordance with policy "Escalating complaints
Our aim is to resolve your complaint quickly and completely. If, for any reason, you aren’t satisfied with our response, your case can be reviewed at a higher level. Simply ask the Google Payments specialist handling your complaint to escalate the complaint for you. The escalation of your complaint will be acknowledged within 5 business days." Despite asking to escalate the case multiple times on online chat, I have yet to recieve a response.
I require a resolve to this matter as soon as possible.
And this is the response .
Thanks for reaching out to the Google Nest Customer Care Team.
Please be advised that we're still investigating the concern you've raised and waiting for the response from our other teams. Rest assured, we will update you as soon as possible.
For your reference your case number is 6-8840000036340. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.
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Thank you,
Aman
