Marks And Spencer — Refund of Rs. 2830 not received for 2 items returned

Hi

I had ordered 4 items ( Order ID:[protected]) via Marks & Spencer App, of which 1 was cancelled & 3 were delivered. 2 out of the 3 items didn't fit me well and I had initiated return request from the Marks & Spencer App for both. The 2 returned items were :

1) Pure Cotton Striped Short Sleeve Blouse; Size 14 (Rs. 1240) &
2) Flax Mix Embroidered Regular Collar Shirt; Size 16 (Rs. 1590)

Both these items were picked up on 11 Dec'22 after sharing the OTP to the executive (OTP Screenshot attached FYR). The status in the app is still showing 'Return Initiated'. Upon checking with customer service executive over call, I was asked to raise the concern over Email as the status visible to him was 'Return cancelled'. I have shared screenshot of OTPs received for return and call history with name & phone number of the person (Pradeep S) who came for return pickup as well with customer support team. Attaching same here as well, for reference.

After speaking to customer support team 3/4 times and sending mails - the response I got was that they can't refund as items weren't picked up.

Request you to please look into the matter and help me get full refund (Rs. 2830) to my account at the earliest.