[Resolved]  Homeshop18 — Ordered 2 lipsticks and HomeShop18 delivered only 1

Address:

New Delhi, Delhi

Dear Team I ordered 2 'Revlon Super Lustrous Lipstick - 626 Cha Cha Cherry' for Rs. 1140 (Rs 570 Each) on February 19, 2015 and received only 1 out of the 2 lipsticks on Feburary 21st 2015. I immediatly called customer care and updated them that i have received only 1 out of 2 listicks, for which they have written my complain (Compalin no.[protected] from phone) and also assured me that within 48 hrs they will respond on this complaint and i will receive the remaining product as well. But when i have not received any response even after 48 hrs, i have called again and customer care guys assured me that they have forwarded by complain on priority basis and it should get resolved very quickly. When even after 5 days i have not received the 2nd product and also not received any response on my complaint no.[protected]Done on 21st Feb 2015), i created a ticket using your site and they registered another ticket#[protected]On Thursday, February 26, 2015), i have mentioned the complained no from phone as well on the ticket created through site. When there is no response on the site ticket i called them again and they informed me that my complained by phone was closed by backend (Not sure what that means) and they are working on the ticket created using website and will respond quickly on it. I got there update through mail on 1st March that my complaint is escalated to Customer Service Team for the resolution and created another ticket internally to follow-up (Ticket No[protected]. They have also updated my complaint on website on 2nd March 2015 with same information. They closed the ticket on site as well after writing all this On March 05, 2015 at around 06 PM i received a call from Customer Service Team and seems they accused me that i made complained for incomplete product after several days and they can't do anything for this issue. When i told them i called immediatly to customer support after receiving only 1 lipstick that second listick is still not delivered till now. Then the guy changed his guard and said that i need to pack empty bag i received and send that to HomeShop18 (Not sure what he meant by empty bag), i again told him taht my issue is not empty bag, it is i received only 1 listick out of the 2 i ordered. Then again he said to wait (And seems talked to his seniors) and again asked me to pack the existing listick as well and send it back to HomeShop18, when i told him that it is almost 12 days when i received the product and my gifted that to her sister (As i ordered 2, 1 for her sister and 1 for her). After listening to this the guy said that it is been too many days now and if you can't send the other lipstick back then we can't help you anymore. I asked him that i will have that listick rearranged and submitted to HomeShop18, for this he again iterated that it is again company policy and they will not accept any opened product. Now my question is 1) What type of company policy is this that for your remaining product you need to surrender the existing product as well and then only they will send all the products, I have purchased from many other online sites and they many times send products one by one (And not packed together) but none of them asked me to pack the existing one as well and then only they will send the remaining products. 2) Not sure how you people delivers a product of Rs. 570 in Rs. 1140 (My total bill) and even after complaining immediatly, you will not send the complete order or return money (Incase you don't have the product anymore). I have been harrased very badly by your customer service team and made to feel like a criminal who commited a crime by purchasing something from your site and expecting after sale service as well from your side. Your customer support team is too rude and seems they call customers without even checking the complete case and start accusing them about the delay or make excuses about company policy. Seems only intention they have is to close the tickets at customers mental agony. I am hereby requesting you to have this issue escalated to your team above the Customer Service Team as i have not commited any crime by purchasing something from your site and need proper handling of my case. Thanks Amit