Delhivery / Ssn Logistics — not picking up a return order after payment collected and lying saying customer unavailable

Address:

560102

Hi,

I had ordered some products from Shein.com. one of the products was of bad quality so I placed a return request. I was given 2 options - either to courier it myself or to pay a 69 rupees fee for a return pickup that the company would schedule. I agreed for the latter as I'm recovering at home post surgery and would not have been able to go to a courier shop. They accordingly said they would charge the fee from the amount to be refunded. I even received an SMS and tracking details for Delhivery who were supposed to pick up the product. This was 3 days ago. Since then everyday I get a message in the morning that the item will be picked up and no one contacts me or comes for the pick up. At the end of the day I get a message saying that 'unable to pick up'. After 2 days of this happening, I raised a ticket at Shein and asked them what was happening. Apparently Delhivery has been marking the status as customer unavailable at home everyday since the request was raised. This is a pure evil lie. I have been at home the whole time. I had even tried contacting the agent whose number was given in the message but the number is switched off. Yesterday I even emailed Delhivery but they didn't even bother replying. I raised this on FB and Twitter pages of Delhivery and no one responded there also. Finally, fed up, I called their customer helpline today and the agent promised that the pick-up would happen by EOD and told me that she had raised an urgent pickup request and it would be guaranteed picked up by 8 pm. But no. The liars haven't. This is not about the 60 odd rupees, not even about the several hundreds that I stand to lose if this return doesn't happen. This is about ethics and reneging on a promise to a customer and lying to her face. Delhivery has failed me at multiple levels and I want to see action taken against them so no one else has to go through the stress and inconvenience I'm going through. The lies are evidently being tolerated at multiple levels in their fleet and administration.