Mar 16, 2018
Updated by peppsyagar I ordered a 'kundan pearl and emeralds necklace' from mirraw last sep 2017. They delayed the delivery stating that the product they received from their vendor failed quality check and are getting the piece done by a different vendor. Ultimately when I received the product in nov 2017, one of the emerald stones came in detached from the necklace itself. Having spent $140.00 on this piece, I did not find it worthy to receive a faulty product, hence made another mistake of deciding to return it for a refund. I clicked the pictures, created a returns request, and sent the product back for an additional $30.00 on 21st nov 2017 through Usps from Columbia, Maryland, Usa to Mumbai, Maharashtra, India. I did not keep track of the tracking number, but the details of the order number, date of order and the returns number were all mentioned in a letter I sent with the package.
See, being one of the biggest e-commerce sites in India, one would expect mirraw to have sophisticated back-end processes respectively their warehouse, accounting customer care etc. But mirraw has crappy processes that can't keep track of a product, associate it with a simple returns number, even though the details of the order# and returns# are mentioned in the package returned.
I tried to get in touch with the customer care, one Mr. Faiz, and his senior, Mr. Sagar responded to my calls, to my bad luck. multiple internal tickets were created for my requests - 1342573 on 4 Feb[protected] on 12 Dec 2017, 1260061 on 21 Nov 2017 to name a few. Plenty of calls were made and emails were exchanged - only when I approached mirraw's customer support team for inquiring on progress about this.
After 3 months of deliberation only from my end, multiple calls and emails to mirraw customer support team, their team hardly reached out to me with any response despite many promises and requests to trust them and believe them. When I reach them, all they tell me is that the warehouse team cannot track the products they received unless I provide them a tracking number. Even though I provided all details of the date, time, location and carrier from which the package was returned, mirraw.com is not capable of tracing it, I find this unbelievable.
Making international calls and writing emails to this team for so long, and wasting a lot of my time and energy, it looks like I am never to receive my $140.00 I spent on this faulty product, plus additional $30.00 on returning it.
I want to officially create a complaint on Mirraw.com for the following:
- mirraw.com failed on their promise to refund money to me
- despite being a big e-commerce site, mirraw.com claims their backend teams (customer support, accounting and warehousing) are not connected well - this should not be my problem. I should not lose money because of their faulty processes.
- I was never told to send them a tracking number in the first place, I should not be denied my refund because I did not send this information, although the returns number and order number are both specified in the letter sent with the returned package.
I would appreciate if you consider this complaint seriously, and help me get my refunds. I would also hope that no other consumer has such a terrible experience with mirraw again.
