[Resolved]  Club Factory — delivering wrong product and unresponsive to complaints

Address:560037

Jyoti
Jyoti

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16:30
Name : Jilumol Giji
Email : jilu.elizabeth.[protected]@gmail.com
Phone : [protected]
Type of Customer : New Customer
17:18
How can I help you?
17:19
Hi, I would like to know if I can raise my complaint
I ordered a pouch from Club Factory app( Order no. SO[protected]. In the description it is clearly mentioned that 3 pieces per set is available(please find attached file) but delivered only 1 on 23rd January, 2020. I requested for return and refund at the moment I opened the package. After few days, I got a message saying they approved return request but will deduct Rs90 as shipping charge. The company has a policy of refund of full amount if it is because of any fault from their side. So I immediately connected with support team and they agreed it is their fault and said they arranged pickup within 1 week and confirmed the refund of full amount. I waited for 1 week but nothing happened. So contcted them again. Then also they said the same thing untill I connected with them for the 4th time. On the 5th time I contacted them, they said just opposite of what they have been said for the past 4 times. They said the description-3 pieces per set- is by mistake and the purchase decision is my fault. So they won't give me full amount refund. I couldn't agree with their illogical explanation. How giving wrong product description can be the customer's fault? I got deceived by that wrong description they provided. That person also confirmed a pick up within 3 days and said if the audit team is satisfied, they will proceed with full amount refund. But 2 weeks are over. They didn't even process my request.
Actually this is not the 1st time I am having the same issue from club factory app. Every time I just ignored since it is a smaller amount. But they are doing the same repeatedly to almost every customer. They are also ignorant and unresponsive to customer complaints. What I could feel is that the products and the description they provide are fake and of very cheap quality.
Kindly consider my concern regarding the return and refund of full amount as soon as possible. Please refer the attached for additional details.
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Feb 24, 2020
Complaint marked as Resolved 
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    Club Factory Phone
    +86 571 8689 1965
    +86 185 5739 6868
    Club Factory Address
    478 Wensan Road, Zhejiang, Hangzhou, China - 310000
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