Max — excess charge under buy 1 get 1 offer - fraud

Address:	Chennai, Tamil Nadu, 600020
Website:	www.maxfashion.in/in/en

Order number: [protected].
Problem: excess amount charged – buy1get1 offer.
Mode: click-n-collect.

I have been following the “max” since 13th january 2019 through phone calls, chat and emails; and max customer care has not yet resolved the issue. I have asked max to escalate the said customer complaint (Obtained from max “1185844”) so far no action has been taken from max side.

Order mode: click n collect, buy1get1 free offer; all the products are under buy1get1free offer.

Bu1get1 offer as explained by customer care (After making complaint) :
2 products of worth: rs. 699 each; amounts to rs.699; (One product of 699 is against another 699)
2 products of worth rs.399 each; amounts to rs.399. (One product of 399 against another 399).
The same price is applicable if i make two orders separately ; which amount to a grand total of rs.998 (699+399);

Bu1get1 offer as experienced by the customer:
However; but as i made the four products into a single order, software wrongly calculated the grand total to be highest value of two products i. E, 699+699=1398; but it should have been 699+399=998.
An excess of rs.300 has been charged in the matter.

The “locus standi” is mentioned as below:

(I) two products of same price should have been assigned a single price; but in this case it's wrongly assigned. I have even brought this to the notice of max, that there may be a bug in the software regarding pricing; but they have not even acknowledged that a bug has been crept in and it seems not tried to rectify the same. I have also informed max that revelation of bugs in software by a customer / anybody is acknowledged and suitably appreciated by the companies (Refer customer’s mail dated. 14 january 2019).

(Ii) however max claims that “as per policy buy 1 get 1 offer means select two products of the same price and you have to pay only for one and another one is free if you select 2 products of the different price on that case you have to pay amount of product which is higher and lower amount of product is free”’ (Refer mail from help.[protected]@maxfashion.com to the consumer on gmail). However, the policy nowhere mentions how max deals with multiple products when even number of products have one price; and another even number of products have a different price.

(A) max is hiding the precious information (With respect to buy1get1 offer) for a consumer when he makes a purchase in a single order having two products of same price or another two products have different price; single order having ultiple orders.
(B) the policy is ill-founded and lacks proper support (In view of above bu1get1 offer as explained by the customer care and experienced by the customer).
(C) max also hides the differences between a single order containing multiple products and plurality of orders having two products.
(D) max nowhere discloses that by opting to a single order comprising multiple products under buy1get1 offer, customers would be charged excess amount; when the same is ordered through multiple orders. No references have been placed in the entire website, regarding the same..

(Iii) it also appears that max cleverly puts the said single order in two deliveries; one order containing three products (Refer sms received from max on 12th january 2018; deals about collection details) and another order containing one product (Refer sms received from max on 14th january 2019, deals about collection details). It’s clear from max that even single order containing multiple products, have been ready for collection under two different dates (With 3 products under one date; and another product on another date). It simply shows that company has double standards with respect to pricing of products under single order and double order.

I pray that max will honor the customer rights at the earliest.

Regards