Decathlon — Missing item in order

Website:

www.decathlon.in

Dear Team,

I placed one online order to Decathlon for eight items. Order no is 16799003 . Decathlon delivery boy came to drop a box to our doorstep. I received one box afer giving OTP. I checked items ater opening the box and found one item is missing. One jecket is missing from box. After that i mailed to customer care. Customer replied after 2-3 days. Then they asked for box images. I sent images on mail. After 2-3 days later i received reply from customer care. Reply is given below.

"We would like to inform you that we have checked with the warehouse and confirmed that all the items were dispatched in the order as per the quality check and that is PPM(product piece checking) check is done and the product was packed in the box.
Unfortunately, we would not be able to process a replacement or a refund at the moment as the claim could not be verified. So we will not be able to compensate for order claim. "

So, I am not setisfied with there answer and i want to escaletethis matter to upper management. But they are not proving escalation matrix.

Safe delivery of item is there responsibility to customer. In this case i suffered a lot and not getting resolution of my comaplain. They just giving robotic answers. Who is responsible for missing items ? As per customer care they dispatched all 8 items and as a customer i received just 7 items in box. So. They should check with delivery boy or their team. Why customer should bear that loss of items. I paid in advance.

Kindly help in this matter and do needful. Else lot of customer face the that type of situation and not able to do anything. If Decathlon not able to deliver their order safely than they should not proide that services.