Delhivery Limited — Complaint under the Consumer Protection Act, 2019 Deficiency in Courier Service, Non-Delivery.

Extremely disappointing and unacceptable service from Delhivery.

I booked a prepaid shipment of ₹653 on 19 September 2026 from Chiplun, Maharashtra to Goregaon West, Mumbai. The shipment was picked up on 20 September 2026, with a promised delivery date of 24 September 2026.

According to Delhivery's own tracking system, the shipment reached the Mahad Facility on 21 September 2026 and has apparently remained there ever since. Today is 28 September 2026, and my shipment has still not been delivered.

The more concerning issue is Delhivery's customer support. I contacted them on 25 September 2026 and was assured that the matter would be resolved within 24 hours and that I would receive an update after the Mahad Facility was contacted. Nothing meaningful happened.

I contacted customer care again on 28 September 2026, only to be told that they had no update about my shipment, could not provide its actual status, and apparently did not even have the contact details of the Mahad Facility Manager.

Instead of taking responsibility for locating and delivering the shipment, I was told to personally visit the Mahad Facility to find my own package.

This is completely unacceptable. I have already paid Delhivery for a courier service. It is Delhivery's responsibility to locate, handle and deliver my shipment—not the customer's responsibility to travel to a facility and search for it.

The shipment contains clothing and other wearable items, and this prolonged delay has caused me significant inconvenience, stress and mental harassment. Repeated assurances that the shipment would be delivered within a few days have resulted in nothing except further delay.

The circumstances appear to constitute deficiency in service under Section 2(11) of the Consumer Protection Act, 2019. I therefore request appropriate relief, including compensation, under the applicable provisions of the Act.

I demand the following:
Immediate tracing and delivery of my shipment.
Written confirmation of the exact current location and status of my package.
A clear explanation for why it has remained at Mahad Facility since 21 September 2026.
Refund of the ₹653 delivery charges if the service has not been successfully provided.
₹50, 000 compensation towards the inconvenience, mental harassment, loss and consequences caused by the prolonged delay/non-delivery.

AWB:[protected]
Booking Date: 19 September 2026
Promised Delivery: 24 September 2026
Amount Paid: ₹653
Complaint Date: 28 September 2026

I have documentary evidence including the payment receipt, booking details, tracking history and customer-care communications.

I expect Delhivery to provide a specific and written resolution rather than another generic assurance of delivery in the next few days. If the shipment cannot be located or delivered, I expect Delhivery to formally acknowledge the failure and address my compensation claim accordingly.

This complaint is being raised to formally document the matter and seek appropriate consumer redressal.