[Resolved]  Big Bazaar / Futurebazaar / Future Retail / Hometown — hometown cancellation of order[protected]

I placed an order and paid which showed failed in portal on 6th august. I got a confirmation only on 7 aug 2020, 16:31. I wanted to cancel before 24 hours, but couldn't reach customer care. I got info on product on 8th and about cancellation policy and immediately sent request to cancel the order on 11am on 8th august. The order is not shipped and delivery date is 25th august - still cs is refusing to cancel the order. I would like to bring your notice the harrasment we are going through after placing the order.
The order was paid by wallet payment and your website showed that payment as failed. But money got deducted from our account.
I had to send multiple mails to get the confirmation of the payment.
I tried calling customer care multiple times on 7th, 8th and 9th to reach to know the process of cancellation of the order as there was size issue with both the products and it can not be fit in our room.
The toll free number everytime put me behind 20 callers. Despite i waited for 25 to 30 minutes everytime, the call finally was not connected or of very bad quality. I have all call records to show how much wait time i had.
Finally i could connect once and was told to send mail for cancellation which i immediately did.
Now i received email from your team that order can not be cancelled after 24 hours.
If you have a stringent timeline like that, you must also ensure customer care is available on the phone number provided by you.
This is very bad example of customer service by hometown.
Being an old loyal customer, i never expected such a response.
I will not be able to accept the delivery of the order which i can not use.
The order not shipped yet and delivery date is quite later so technically it is possible to cancel, but your team is not cancelling it. This is despite the fact that the order had initial payment issue and repeated failure to reach customer care within 24 hours for cancellation.

Please cancel my order and arrange for the refund at the earliest.

Thanks!