[Resolved]  Croma — Payment Deducted; no word on confirmation or refund

Address: Mumbai

Website: Croma.com

I paid around ₹122k for a laptop on Croma’s website. The payment was deducted and the URL clearly shows my card was charged. I got an email from Croma saying “payment [was] in transit” and that they were awaiting confirmation from their “partner.” I asked them what it means and if they were going to still give me the product or issue a refund. Their standard response over a dozen calls and messages has been “concerned team will get back to you.” It has been more than two days. They have apparently also “escalated” this. So we have escalated silence from them. One of their reps on the IVR told me that had mistakenly changed my name to “Keshav Singh” during my dealings over them. He apologised and then said he would correct the error. Another rep mentioned a number as belonging to me which in fact belongs to a Croma rep. It is a total disaster. In dealing with them, I have realised that they are in the habit of sitting over customers’ money and are not even loath to cancelling the order days after the fact. I am going to investigate further with a view to enabling a class action under the new CPA. This is absolutely the worst experience I have had in over 20 years of online shopping.