Since Frasers do not have any formal complaint procedure except their chat who don't help with diversion, lies and "is there anything else you need "
What a nightmare and waste of one hour
Subject: Formal Complaint – Incorrect Item Supplied & Misleading Product Listing
Dear Sir/Madam,
I am writing to raise a formal complaint regarding an incorrect item supplied and the handling of this matter by your customer service team.
I purchased a product advertised on your website as:
“SanDisk Extreme Portable SSD PS5 2TB Officially Licensed for PlayStation 5 Consoles and PCs.”
However, I was supplied with the 1TB version of the product instead of the advertised 2TB version.
Immediately upon receipt, I contacted your live chat support and provided clear evidence, including:
A photograph of the item received (showing 1TB capacity),
A screenshot of the product listing showing 2TB,
The direct product link from your website.
Despite this evidence, the agent repeatedly insisted that I had ordered incorrectly. During the nearly hour-long chat, the product page was removed from your website, which suggests the listing error was recognised. However, rather than acknowledging the mistake and resolving the issue, the agent refused to escalate the matter or provide an email contact and repeatedly attempted to close the chat.
Under the Consumer Rights Act 2015, goods must be:
As described,
Of satisfactory quality,
Fit for purpose.
The item supplied is clearly not as described. Furthermore, under the Consumer Protection from Unfair Trading Regulations 2008, misleading product descriptions may constitute a breach of consumer protection law.
I therefore formally request the following:
Confirmation that you will arrange return of the incorrect 1TB item at your cost.
Either:
Supply of the correctly advertised 2TB product at the price paid; or
A full refund without delay.
If this matter is not resolved promptly, I will consider escalating the issue via:
A formal complaint through your head office,
A Section 75 claim (if applicable),
A chargeback through my card provider,
Or referral to Trading Standards.
I trust this matter can now be resolved swiftly and professionally.
Yours faithfully,
Barry Order HOF50002002265160
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