Firstcry.com — Denial of Returned Product Pick Up

Address:

Pune

This regarding my order id - 2701518RJOAF77CD1. Which was delivered on Saturday 24th June 2023. The products colour was totally different from how it was on the site and the quality too was pretty inferior. I placed a return request on Sunday the 25th of June 2023. As per the screenshot attached I was advised that the item will be picked up from the address on my record…..I waited until the 7th of July 2023 for someone to contact me regarding the return pickup and when one reached out I raised several concerns on the app asking for status. Still there was no response. Finally I gave my contact details and requested someone to call me. The first I spoke to an advisor Arzoo who told me that return pick up is not available for my pincode and I need to do a manual return via courier. I kept insisting that it was not my fault that pick up service is not available with your vendors XpressBees when it’s the same company that is doing all the deliveries too. After a lot of argument the advisor finally arranged for a manual pickup which would be done with 5-7 working days however it’s not assured….now I don’t know why she took the request in the first place. She even sent an email confirming the same. I waited for 2 days and again tried calling the customer care to check on the status of the manual return request. I spoke to a Miss Muskan Khatri and subsequently her supervisor Manisha Mehra who kept apologising for the inconvenience without offering any solution other than me doing a return courier myself. Yes they also said a return pickup from any other pincode other than mine might be possible but not from my address. I kept explaining to them that I am alone with two kids and don’t have any resources to go and do this courier but all they did was express their apologies and kept asking me to go and post the product back to the dispatch address on the packet….and they would refund the charges too.
This is a clear case of harassing the customer in the name of internal policies and procedures. Is it the customer’s mistake that you have issues with your vendor and they are willing to pickup returns from some pincodes and choosing to deny for others all inside the radius of a metropolitan city like Chennai.
This is not the first time I am ordering anything from FirstCry or returning a product…..how is it my mistake that suddenly my pincode became unserviceable???? The advisors kept referring to the Terms & Conditions but nothing was mentioned when I was placing the return request. Moreover no one even reached out to me to inform that the pincode is unserviceable until I called and asked for the status.
I want my money back after someone picks up the product from my home else I will file a proper consumer complaint after writing an email to their CEO Supam Maheshwari. Let him answer if this was the customer’s fault that she should be forced to do something which their company is offering as a free service.

Please refer to the pics for the quality and colour mismatch of the product and the return status that still so as in progress without any info regarding my to and fro interactions with the customer care or the fact that my pincode is unserviceable for return pickup as on Monday the 10th of July 2023.