Ajio — EAN mismatch for exchange order

Address:

Mumbai

I initiated an exchange request for a product that I had ordered in XL size to be replaced with L size. When the delivery guy came for the exchange, he refused to give the L size product because the XL product that I had was giving him EAN mismatch issue when he scanned it. Note that the product and packaging is unaltered and is in the same condition as it came in. On reaching out to the customer care, they keep repeating that of EAN mismatch issue the exchange cannot be done. But in any case its not the customer's fault that the EAN is not matching. The customer doesnt stick or generate the EAN, the ajio team or warehouse does! So why are even the customer care guidelines such that the customer has to bear the loss of not being able to do anything with that product. Ajio should check their guidelines and align them with their policies. If an exchange is available, was even initiated, the product is untouched and in excellent condition then why does a mistake at their end hamper the exchange from being completed!