Noise - Complaint Against GoNoise Defective Product Unjust Refund Practices and Mismanagement of BOGO Offer

I am filing a formal complaint against GoNoise for their unfair handling of my purchase, failure to follow their stated policies, and deceptive refund practices. Despite my repeated attempts to resolve the issue with them, I have faced delays, miscommunication, and outright denial of my consumer rights. Here is a detailed breakdown of my case:

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Order Details:
• Date of Purchase: February **, ****
• Order Number: *******
• Promotion: Buy One Get One Free (BOGO) offer
• Products Purchased: Two Noise Tune ACTIVE Pro Bluetooth Wireless Neckband Earphones

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Issue Summary:
*. Received Defective Product:
• I purchased two neckbands under GoNoise’s BOGO offer (Buy One Get One Free).
• Upon receiving the order, I found that one of the neckbands was defective. I immediately reported this to GoNoise customer support, and they arranged a pickup the next day.
*. Received a Damaged Replacement:
• The next day, I received a replacement. However, it had visible scratches and appeared to be a used/refurbished product.
• The product was functional, but it was not in new condition despite arriving in a sealed package.
• I filed another complaint and provided clear images of the damage, as per GoNoise’s official Shipping & Return Policy (which states that images are required, not a video).
*. Unreasonable Demand for a Box-Opening Video:
• Despite submitting images as per their policy, GoNoise asked for a box-opening video, which was never mentioned as a requirement.
• Since the package appeared intact, I had no reason to record a video.
• As a result, GoNoise refused to replace the damaged unit and closed my ticket, stating their “investigation” found no fault on their end.
*. Unfair Refund Practices:
• After multiple emails and phone calls, they finally agreed to issue a gift card refund instead of a proper refund.
• However, when I asked whether the gift card would cover the full cost of reordering the same product, I was told that they would only refund half the amount because of the BOGO offer.
*. Exploiting BOGO Offer to Deny Full Refund:
• The BOGO offer was a company promotion, meaning I had rightfully received two products for the price of one.
• Since one of those two products was defective, I was entitled to a replacement or a refund for that specific unit.
• However, GoNoise is using the offer as an excuse to refund only half the amount, despite the defect being entirely their fault.
*. Order Cancellation and ₹* Refund:
• Instead of issuing a fair resolution, GoNoise suddenly canceled my order and sent me a message stating that I had been refunded ₹*.
• They justified this by applying a “custom discount deduction” equivalent to the product price, effectively erasing any refund amount.

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Key Issues with GoNoise’s Actions:
*. Non-Compliance with Their Own Return Policy:
• Their official policy states that customers need to share images of the damaged product, which I did.
• Nowhere in their policy does it state that a box-opening video is mandatory.
• Despite this, they refused my claim just because I didn’t have a video.
*. Unethical Handling of BOGO Offer:
• The BOGO offer was a promotional strategy by GoNoise. It does not change my entitlement to a full replacement or refund for a defective product.
• Their approach unfairly punishes customers for availing of a company-offered promotion.
*. Unjust Cancellation and Refund Practices:
• Canceling the order and issuing a ₹* refund, citing a “custom discount deduction,” is a deceptive practice.
• Instead of providing a fair refund, they have manipulated the pricing structure to avoid paying anything back.

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My Demand for Resolution:
*. A full refund of ₹*,*** (the original product price) for the defective unit, issued to my original payment method.
*. A fair return policy implementation, where customers are not denied replacements due to unreasonable video requirements.
*. Accountability from GoNoise to ensure that future customers are not subjected to similar unfair treatment.

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Why This Matters:

GoNoise is engaging in unethical business practices by:
• Forcing customers to accept used/refurbished products as replacements.
• Asking for evidence (videos) that are not even part of their policy to deny valid claims.
• Manipulating refund calculations to reduce or erase rightful refunds.

I am posting this complaint to bring awareness to this issue and seek a resolution through the Consumer Forum. If GoNoise continues this practice, I urge other customers to be cautious when purchasing from them and document every step of their interactions.

I hope the Consumer Forum takes action to ensure that GoNoise adheres to fair consumer policies and does not exploit customers through deceptive practices.