Dealmonday - OnePlus 13 Order, Return, and Indefinite Delay in Resolution (Return ID: *****)

I am writing to express my severe dissatisfaction and formally complain about the ongoing issues with an order I placed for a OnePlus 13 mobile phone, which was subsequently returned.

On 25/04/2025, I ordered a OnePlus 13 from your website along with accidental damage protection. The product description and subsequent email communications explicitly stated or implied that the phone would be a standard international/UK version. However, upon receiving the device, it became immediately apparent that it was a Chinese variant, which prevented me from being able to update the phone's software in the UK. This is a significant misrepresentation of the product and renders the device unfit for its intended use in my region.

Following communication with your customer service, I was instructed to return the phone. The return was initiated under reference *****, and the item was returned and confirmed as received by Dealmondy on May 14, 2025. At that time, I was informed of a 60-day period for repair or refund. I found this timeframe to be excessively long and unfair, as it effectively meant you were holding my money for two months without a functioning product.

Despite this already lengthy and inconvenient waiting period, the promised 60 days have now passed. To my dismay, upon contacting customer service again, I was informed that the resolution is further delayed due to "heavy demand" and that I would have to wait indefinitely without any new deadline or clear timeline for either a repair or a refund.

This situation is completely unacceptable. You have failed to provide the product as described, and now, after holding my funds for over 60 days, you are offering no concrete commitment for resolution. This indefinite delay is causing significant financial inconvenience and a complete lack of trust in your service.

I demand an immediate and definitive resolution to this matter. I expect either:

A full refund of my purchase amount for the OnePlus 13 (Return ID: *****) and its accidental damage cover cost.
or
An immediate dispatch of a brand-new, correctly specified international/UK version of the OnePlus 13, with express shipping at no additional cost to me.

I expect a clear response and a firm deadline for this resolution within 7 working days of the date of this letter. If a satisfactory resolution is not provided within this timeframe, I will be forced to consider further action to recover my funds and address the misrepresentation, including reporting this matter to relevant consumer protection agencies.

I look forward to your prompt attention to this urgent matter.