Formal Complaint – Rejected Return Request for Suspected Counterfeit Cetaphil Product | Refund Required

[Riya Bansal]

Product Name

cetaphil gentle facewash

Loss Amount

400

Ratings

1.00 star(s)

Dear Amazon Grievance Officer,

I am writing to formally escalate an unresolved issue regarding a Cetaphil Gentle Skin Cleanser (118 ml) that I purchased through Amazon.

I have serious concerns about the authenticity of the product delivered to me. The details printed on my bottle are:

• Product: Cetaphil Gentle Skin Cleanser (118 ml)
• Batch Number: B5NA1110
• Manufacturing Date: December 2025
• Expiry Date: December 2028
• Order placed 20 October 2026
  Order number 171-0338228-9259555

These details appear to match a batch of counterfeit Cetaphil products reported by Maharashtra FDA officials in June 2026.

Additionally, the cleanser I received appears transparent rather than creamy, which has raised further concerns about its authenticity.

I immediately tried to resolve this issue through Amazon's regular customer support and requested a return and refund. However, Amazon rejected my return request without adequately addressing my concerns about the product's authenticity.

I also emailed the Amazon Help Centre but have not received any response. I subsequently tried contacting customer support by phone. Despite waiting approximately five minutes while the call continued ringing, I was unable to connect with any customer service representative.

I have now exhausted the regular customer support channels without receiving a satisfactory resolution.

I have also contacted Galderma India (the company behind Cetaphil) directly to verify the authenticity of my product. They have acknowledged my complaint under reference number CC-264798 and requested my Amazon purchase invoice to investigate the matter.

I find it extremely concerning that a customer reporting a potentially counterfeit skincare product is being denied a return without a proper investigation. Customers should be able to trust that products purchased through Amazon are genuine and safe to use.

I request Amazon to take the following actions:

1. Reconsider and approve my rejected return request.
2. Arrange a return pickup and issue a full refund.
3. Investigate the seller and the source from which this product was supplied.
4. Verify whether the product is genuine and take appropriate action if counterfeit products are being sold through the platform.
5. Provide me with a written explanation of why my original return request was rejected despite my authenticity concerns.

I am attaching photographs of the product, its batch details, and the purchase invoice for your reference. I have also provided the correspondence with Galderma India.

I expect this complaint to be taken seriously and resolved promptly. Simply rejecting a customer's complaint without investigating a potential counterfeit product is not an acceptable resolution.

Please acknowledge this complaint and provide a proper resolution.

Regards
Riya