OnePlus was one of my favourite brands until I tried to buy the limited edition Cobalt watch, which has been the most frustrating experience I've ever had.I 'won' the opportunity to buy from the last limited edition drop on September 30. Purchased and paid. On October 2, it was marked as out for delivery. Didn't arrive, so I contacted the delivery partner. Was asked to wait another 5 days, so I did. Didn't arrive, so I contacted OnePlus. I'm told by the support agent that it was damaged and I would be refunded once an investigation had taken place. I ask for a replacement instead, as the watch could not be purchased anymore. Was told this would be possible.On October 17, I receive an email to say that the investigation was complete and I would receive a refund. I go onto the online chat to re-iterate that I'd like a replacement. Agent says he'll investigate. Receive an email later that day to say a replacement won't be possible and I'll instead get a refund within 2-3 days as a matter of urgency.No refund. So, across the two weeks I follow up on 3 separate occasions and each time given an excuse (including a power cut) as to why it hasn't been processed yet - but each time it will be another 2-3 days. In the meantime, OnePlus GIVEAWAY Cobalt watches on their Instagram (October 20) - so they clearly do have more stock, but just aren't interested in replacing the one they never delivered to me.I also try to get this looked at sooner via the OnePlus Twitter support but am told that because I already have an open case, there's nothing they can do.By October 27, I give up on ever actually receiving any refund so issue a chargeback through Amex. But then finally on November 11, I receive an email to say the refund has processed and will arrive in 3-5 days. Doesn't arrive. According to OnePlus, the chargeback that I issued is now the problem and will cause this to drag out over months (even though it's now nearly 2 months from the purchase already).Still waiting to find out what will happen next, and if removing the chargeback will make the refund go through faster or not.Best case scenario... two months, many wasted hours and much stress later I simply get my money back and no opportunity to purchase the product I wanted at retail price. I will never buy from OnePlus again, it's just not worth the stress.And OnePlus, please don't respond to this to tell me to contact your support team. They have consistently lied to me about the possibility of a replacement, and the timelines of any refund for the past 6 weeks.
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