| Address: | SS Plaza, 74/2 Outer Ring Road, 29th Main Road, BTM 1st Stage, BTM Layout, Bangalore – 560068 |
Bought two shoes from Ajio and returned them as I didn't like the product. They assigned this request to their third party logistics partner Shadow Fax.
An agent from Shadow Fax picked my product from my home on 2nd September 2023 he acted like he did updated the status as package picked up. Usually it takes some time to get confirmation from Shadow Fax when they picks up the order and it takes days to issue the refund. I waited till 5th Sep 2023 but as I didn't get any confirmation from both Ajio and Shadow Fax regarding my refund, I raised a complaint thru Ajio app under complaint#COM[protected] first they have given me a expected resolution date of 8th Sep 2023 later it was extended to 12th Sep 2023 and then this complaint was closed informing me that their Logistic partner confirmed them they didn't get the product.
Again called Ajio customer care informed them I don't have the product with me, it was picked by Shadow Fax agent and also sent a mail with proofs I have. They raised another complaint under new complaint#COM[protected] told me they are gonna resolve this issue by 21st Sep 2023. Raised complaint to Shadow Fax too but didn't get any response.
At the same time I started investigating the issue on my own. I personally went to the closest Shadow Fax outlet(Office) to which my order was assigned. Checked in there end and they don't have the product. I made them call to the person who picked my product on 2nd Sep 2023, they tried several times in front of me and that person didn't pick the call. I got to know that Agent was absconded from Shadow Fax. The manager or supervisor at the office confirmed this to me. Again I called agents at Ajio given them all the information I investigated and gathered.
I spent hours investigating, talking to the representatives explaining each and everything to all persons I spoke with.
After all this, Ajio still denied my refund request informing me their Logistic Partner confirmed they didn't have the product. I have given them screenshots, mails and most importantly call recordings with Shadow Fax agents. I did everything all they have to do is review it and which they didn't do. This is really inconvenient from Ajio and Shadow Fax.
An agent from the Third party Logistic Partner absconded with my product, is it customer's responsibility to bear the loss ? Not only I'm frustrated about my money, I spent hours of my valuable time on this and ask Ajio pay for it resolving the issue as soon as possible.
I attached snip shots of call history that I talked with Shadow Fax as a proof that he picked the order on 2nd Sep 2023 and I unable to attach the Call recording to this complaint to this complaint. Also Please find screen shots which shows the mails I have sent to customer care at Ajio.
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