[Resolved]  Lakme — I am complaining about Lakme compact purchase from Lakme website

Address:

165166, Hindustan lever House, Backbay Reclamation, Churchgate, Mumbai, Maharashtra India – 400020

This complain is about purchasing item through Lakme website.
I purchased Lakme absolute white intense wet and dry compact and a mascara from lakme website.
I order the same product from two of my email IDs. One was not domain so I opt for cancellation for which I called their executive, and within some hours they called back and said that it has been shipped so I need to accept only one parcel.
So, my concern is that I ordered Lakme absolute white intense wet and dry compact shade 01 for which I received shade 04. But during purchase I am 100% sure that I opted for shade 01, but their website had default generated shade 04 and my invoice is also showing shade 04.
But I am very much sure that I choose shade 01 reason being-
1. I ordered same product from two of my email ID's how can I make mistake two times?
2. The reason for purchasing from lakme was, that the product was unavailable in other reputed sites, so if I am desperate to purchase a particular shade then how can I make mistake two times. There are other sites which offer best customer service, so reason for choosing them was that particular shade.
3. The 3rd reason is that I redirected the product from link provided by one of my aquaintence, which I rechecked and reassured it before placing an order.
So, afterward I recieved the product which I check was wrong. I contacted their executive and told them everything that product is not selected by me so they assured me by saying that concern is being forwarded to the team and they will revert call.
I got a call they said that their policy contains with fact that product can only be returned or exchanged in case of damaged or wrong product delivery. And they said that it was my fault because I have choose it.
MY QUESTION IS THAT THEY SAID THAT I ORDER WRONG SHADE. BUT HOW IT IS POSSIBLE AS I GIVEN REASONS ABOVE AND IF IT'S THERE SYSTEM GENERATED FAULT HOW CAN I JUSTIFY IT?? Like they have delivered me the shade that was available with them and that too reflecting in invoice. As a customer how can I justify any inrelivency with their site.
I am calling them again and again, but as a genuine seller they never reply. There executive say that their team is working on it and they would call me back. BUT THEY DO NOT MENTION WHEN WILL THEY CALL.
yesterday I got a call and was asked for screenshot of the whatsapp in which the link was provided by my aquaintence.
I mailed them immediately, but till now no reply from them. I FEEL ITS BETTER TO SHOP THEIR PRODUCT FROM OTHER 3RD PARTY . AND ALSO I HAVE PURCHASED LAKME FOUNDATION FROM OTHER SITE WHICH WAS RECEIVED ON THE SAME DAY AND IT STILL SHOWS RETURN OPTION.
well it's not the concern I TRUSTED LAKME BUT... Today I email them and even called their executive they said they have more workload they put my call on hold and as it is I was kept on hold and disconnected.
So, their customer support is pathetic no email replies, no call back, no assurance.
They just say two words that they their team is working on it and they will call back. But nothing happens.
NOW 5 DAYS OF RETURN IS ABOUT TO EXPIRE AND I KNOW THAT THEY WILL REPLY THAT THE DATE POLICY OF RETURNING IS COMPLETED.
I HAVE CALLED THEM MANY TIMES FROM THE DAY I RECEIVED THE PRODUCT AND ONLY TICKET NUMBER IS BEEN GENERATED WITHOUT GETTING SOLUTION FOR THE PROBLEM. THEY DON'T CALL ME, BEFORE PURCHASING THE SUPPORT WAS PROVIDED WITHIN SOME HOURS, AND AFTER PURCHASING WE CUSTOMER ARE NOTHING TO THEM.
They have just harassed me, my patience is gone and I feel my money is wasted and I think why I choose them and believed them.
Here in forum I have attached the link asked by them and the email in which I have forwarded these things and the order product details which was order with two mail ID's.
I have received with order no- 164283 and declined parcel with order no-164072. Here you can see in both invoices they have taken order for same shade number and how that's possible when I have reassured product shade before ordering from both the emails.
Other than this I have received emails from then with generated ticket number which is of no use.