[Resolved] Jabong — Delivery of wrong product & non refund of money for the returned product

zhh

from Delhi, Delhi

Address:	110077
Website:	www.jabong.com

I ordered a casio chronograph watch worth rs-8495/- (Order no-[protected]) from jabong on 20/05/2016 but i received an analog watch of cheaper price worth rs-5495 only (Casio analog watch). I lodged a complaint (Customer care jabong) and returned the product to xirion retail pvt ldt., delhi through first flight courier service.
Jabong representative received the returned parcel on 7/06/2016 with seal and signature indicating that the right product (Analog watch) was returned to them.
On 8/06/2016, i received a mail from jabong stating that the product i returned was fake & local made watch and for which they cannot initiate the refunfd of my money!!!
I demanded for a proof again (Weight of parcel, parcel covering, image of the returned watch), the first proof i demanded being the video footage of the product when the order was being processed (As the customer representative insisted that they (Jabong) sent me chronograph watch, proved by available video footage!!). On both occasion my request was denied and till today i have not received any assurance and help from jabong regarding the complaint.
Infact, jabong insisted that i solve this issue on my own and that i contact the courier company (Which i did and they are found not guilty as the parcel was delivered intact and received by jabong with seal & signature). Jabong customer care representatives and chief manager are denying any involvement for the exchange of the returned product.
My questions are-
1. Why did jabong denied that they sent me the wrong watch but later admitted that they made a mistake?
2. I returned the product as per their instructions (To send through first flight courier or dtdc) but they later told me that i should have chosen a more reliable courier company?
3. If it is true that i returned the wrong product, why did they accept the parcel with seal and signature (When they always receive parcel after thorough scrutiny)?
4. Why was i informed about the fault in returned product only on the next day after they received the product (Parcel received on 7/6/16 at 10:00 am)?
I have been writing to jabong regarding my grievances but till today, jabong is busy making up excuses and not ready to help!
Kindly help!!!

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May 20, 2017

Complaint marked as Resolved

Jabong.com customer support has been notified about the posted complaint.

Verified Support

Jun 30, 2016

Jabong.com Customer Care's response Hi, Apologies for the inconvenience caused. Your exasperation is justified. No amount of apologies can ever compensate for the amount of discomfort that you must have gone through because of this ongoing issue. I have shared this with our care team and they will contact you in while. Regards Team Jabong

Jul 28, 2016

Updated by zhh Non Resolution of Complaint against Order no-[protected].

Instead of coming forward to solve the issue, Jabong forwarded the issue to the Risk team and the same team stated the same excuses as they have been telling me from the beginning.

This is what they have written to me...

"Be apprise that as we have received wrong product in return hence, we would not be able to refund. As a final resolution, we have already re dispatched the returned product.

Kindly be apprise that decision provided will stand final in the situation in this case and we would not be able to assist any further in this situation.

Your understanding in the concern is highly appreciable."

Regards,

Team Risk