Yepme.com — Replacement of product not Fulfilled

Address:

Rohtak, Haryana

I had ordered 4 pair of shoes from yepme.com on 12 Oct 13. The order No. was 3721938. The product was delivered to me on 16 Oct 13 however one pair was damaged and other 3 were of small size than the actual size mentioned on the size chart on the website. So on 17 Oct 13 I asked for replacement of the same.The complaint no. for the replacement of order was 346908. I was told that reverse pick up is not available at my place. So I dispatched the Product from DTDT courier on 17 Oct 13. The courier receipt and SKU no. was emailed to the customer care. The AWB no. was Z08548530 and as per the courier company the product was delivered the yepme on 18 Oct 13. I called the customer care and I was told that the product has been received and my product would be dispatched shortly. After waiting for a week I called the customer care and they told me that everything has been done and my product is awaiting dispatched. I neither got any email nor SMS from them and did not get my product replaced. So on 05 Nov 13 I called the customer care and they told me that as per their records they have not received the product sent by me more than 10 days have passed so my complaint no. 346908 has been closed. I told them that they had confirmed receiving the product so why they are now saying that the product is not dispatched. The y asked me to book a new complaint. I did so and they assured me that my problem will be solved. Today at around 10 AM I got an email from them that my complaint has been closed as I have not dispatched the product to them and its more than 10 days. So I called them again and they told me same story again. When I told them that Tracking No. they told me that they have received the product but its not showing in their records so they can't help me as its the other department. I asked them to contact the department to confirm the receipt of product and they told me that they can't contact that department. now what kind of is that.? Frustrated with everything I asked them to refund my money and they told me that they will refund it. When I asked them to sent me a email receipt for the same they told me to be patient. When I asked them to let me speak to their Senior they refused me that it would not be of any use. Its almost 1 month and I am clueless what to do..?? I don't believe their customer care executive as everyone of them tells different stories. I am shopping online from last 3 years and its my worst experience. I have spent more than 100 Rs on calling customer care. Someone kindly tell me what actions I should take as I am feeling harassed and cheated.