Flo Mattress — Order got Cancelled/Refund not processed

Website:

www.flomattress.com

I ordered a matress on their website on 26th November and the very next day I got a call from their customer care executive to whom I requested to modify the size. He said that the same will be done and an extra amount of INR 583 is what I need to pay. I said I am okay to pay it to which he say he will send me a payment link to make the payment.

To my surprise the same fellow called me after 10 mins and requested me to cancel the order and he can help me place a fresh order via COD. I strictly told him not to do that as the initial order was a prepaid one and taken on EMI and hence I would not like to go through the hassle of refund. The agent stated he will check with his team and revert however after another 30 mins I got an email that my order is cancelled.

I tried calling their customer care via phone and chat both. Their agents are never available. I was not able to connect to any agent via chat or phone. I finally messaged them on their facebook handling page. I explained the entire issue to which I got a revert that "It is their policy to cancel the initial order incase there is any modification". If that is the case why the same was not told by the agent who called me?

I requested them to cancel everything and refund my initial order money that I paid. I got a revert that the same will be processed via 7 working days. Please note here that the payment was done via UPI and for a UPI refund it does not take so long. Anyway I requested to send me an email with the refund confirmation. I did not get any revert to my message. All of a sudden the very same evening I get an email with a link to pay an amount of INR 583. This company is running a total fraud business. I am also in the process of raising a cyber crime report as this company seems fraud