Dear Customer Service, We are writing on behalf of a consumer, who purchased a product from your company. The item received was significantly different from the product that was advertised and ordered. After contacting your company by email, you acknowledged the complaint. However, several months have passed without any further response or resolution. Despite giving sufficient time to resolve this issue amicably, our client has not received the correct product nor a refund. We therefore formally request a full refund of the amount paid within fourteen days of receiving this letter. If your company fails to resolve this matter within that period, our client reserves the right to pursue any additional remedies available under the applicable consumer protection legislation. We trust your company will take this matter seriously and respond promptly to reach an amicable solution. Yours faithfully, Legal Department, on behalf of the Spanish Consumers' Organisation (OCU)
