Mango Sent the Wrong Product and Blocked My Return for Two Months

I am writing to report a serious issue with order F279FS from Mango’s online store.

Instead of receiving the product I purchased, I was sent a completely different and unrelated item. After discovering the mistake, I took the incorrectly delivered product to a Mango store to return it. However, I was informed that returns involving incorrectly shipped products could not be processed in-store and that the item would have to be collected from my home through a courier service.

Following these instructions, I submitted a home pickup return request through the Mango application. A collection date was scheduled, but the courier never arrived at my address on the agreed day.

After waiting for the pickup that never happened, I attempted to create a new return request through the application. At that point, the system stopped allowing me to submit a return. The “create return request” option simply would not work.

I contacted customer service and was told that the issue had been corrected in the system and that I should try again. Unfortunately, even after their intervention, I was still unable to create a return request. I continued contacting customer service repeatedly, but every time I either received instructions to wait or was told that another system correction had been made. Despite these assurances, the return function never worked properly.

As this cycle continued, my return period eventually expired. I have now been dealing with this issue for approximately two months. During that time, I have contacted customer service at least ten times, yet the problem caused by Mango’s own shipping error remains unresolved.

The incorrectly delivered product is still in my possession, and I have not received a refund. Customer service has repeatedly stated that they cannot offer any alternative solution beyond the steps that have already failed. Because of the ongoing technical issues within the application, I have been unable to complete a return request despite making every reasonable effort to do so.

This situation has caused significant frustration, wasted a considerable amount of my time, and left me without either the correct product or my money. I fulfilled my responsibilities as a customer and attempted to follow every instruction provided, but Mango’s system failures and lack of effective support prevented the issue from being resolved.

I respectfully request that Mango immediately arrange collection of the incorrectly delivered item, process my return despite the expired return period, and issue a full refund to my original payment method without further delay.

I also request a written explanation regarding why the return system repeatedly failed and what steps Mango intends to take to prevent other customers from experiencing the same problem.

I expect a prompt resolution and the immediate correction of an issue that originated entirely from Mango’s own shipping error.