[Resolved]  Koovs.com / Marble E-Retail — Order cancelled at their end but not refunded

Address:	Ludhiana, Punjab, 141001
Website:	www.koovs.com

I had placed an order on January 4, 2017 (order id 3150193) for Rs. 448 and paid through my paytm wallet. Firstly, they were not processing my order so I tried to cancel it on Jan 7, 2017 but then they said

Koovs Team (Marble)
Jan 8, 1:13 PM IST

Dear Mudita,

Greetings from koovs.com!

We apologize to inform you that we are unable to cancel the order for the product has already been shipped. However, you can refuse to accept the consignment at the time of delivery.

Should you have any other queries do mail us at [protected]@koovs.com or call us at[protected] between 10 am -7 PM to speak to a customer care executive.

Best Regards,
Team Koovs

So I waited for the order to be delivered, meanwhile I was checking the status through tracking system and it reached my destination on 11th January but they did not delivered it so on 13th January I mailed them that My order has not been delivered to me yet, even when your tracking info is showing that it has reached Ranchi on 11th January and it has been 3 days since. Then they replied that

Koovs Team (Marble)
Jan 14, 6:49 PM IST

Dear Mudita,

Greetings from Koovs.Com!

We apologise for the delay caused. Further, we are sorry to inform you that your order has been delivering back to our warehouse by the courier service provider and thus has been

Further, your refund will be processed once we receive it back to our warehouse and same will get reflected in your bank A/C within 7-10 working days.

Please accept our sincere apologies and give us a chance to meet your expectations next time.

You can reach us on email '[protected]@koovs.com' or call us at[protected]Monday to Saturday 10 am to 7pm) for any assistance.

Regards,
Team Koovs

As you can see this mail is sent to me on 14th January but till now I have not received my refund amount even when it was paid through paytm wallet, it should be transferred on the same date. But every time I mail them about this, I get the same reply -

Dear Customer,

Greetings from Koovs.Com!

We are glad to inform you that the refund against your order 3150193 is being processed from our end back in your PAYTM account.

Please note that it may take 7-10 working days for the amount to reflect to your account post initiation.

Further, please feel free to write us back in case you need any assistance. We really value your association with us & therefore, would love to serve you in future.

In case you need any assistance, please call us[protected]Monday to Saturday 10 am to 7 pm) or email us at '[protected]@koovs.com'. We will be glad to assist you.

Regards,
Team KOOVS

Now the order status is showing refunded from 18th January but I have not received my money.
Kindly note that there customer care number is also invalid. They are totally fraudulent online shopping website. Kindly take serious action against them so that other people do not fall prey to this website.