India’s best fashion retailer #Myntra doesn’t care about its customers (doesn’t matter whether you’re an Elite customer), their money and feelings. Zero concern for what customers go through. This was either a major cover-up or a genuine mistake that they don’t think is worthy of their time.
I ordered a FOSSIL Neutra Smoke FS5699 watch (Rs. 10, 400) from Myntra App on June 13 and the next day, I ordered some other apparels separately. On June 16, a single package was delivered to me. I was busy with some work so didn't open / check the package instantly. An hour later, got a message on Myntra App that among other apparel items, FOSSIL watch has also been delivered. I quickly opened the package to see if it contains the watch. It didn't. Immediately, I called up the delivery agent and he said 'Í don't know what the package contains and you should wait till 3pm, maybe it will come in another package''. I waited but nothing came, then went on the App to file 'Where is my order?' and 'Missing order' complaints. Also, called Myntra customer care. They asked me to wait till June 20. Later they changed the date to June 22. On 21st, they closed the issue stating their investigation is clean and no lapses were found from their end. I called up customer care and spoke to Supervisor (Mr. Salim), he said investigation shows all quality check parameters were passed and that he can't help and now beyond his authority. He said some floor manager will call back in 2 hours. I waited the entire day patiently but no call came, instead they closed the issue again. Next day I called customer care again, spoke to supervisor Mr. Vishnu and asked for floor manager. He said floor manager will call you tomorrow after 12pm. I asked for callback at 2pm. No call came next day also and issue got closed again. Now, they have disabled the ‘Re-open issue’ button, and I'm unable to re-open the issue. I wrote on Twitter yesterday, got a call back from some case manager, who informed me that there is no error from their end and this issue will stand declined. I argued with him that I haven't received the watch and there could be a genuine error at their end, but he refused. Eventually, he disconnected the call abruptly. This is where I am right now.
The watch is an expensive one. It's truly heart-breaking. At no mistake of mine, I'm on the losing side. What was my mistake? Maybe that I prepaid and I trusted Myntra. I asked the case manager to tell me one mistake I made in this entire process as a customer, he didn't have any answers. It’s even more irritating when these people talk like robots in a templatized manner.
I ask –
1. Why did they club two different orders from two different dates?
2. They are repeatedly saying that the footage shows watch was packed in the same package, but are not willing to share the footage with me due to information security reasons. How do I trust them?
3. The package I received was a flat paper sachet bag consisting of 2 t-shirts and 2 jeans. It definitely didn't look like there is space in it to fit a watch box. This is why I'm so sure that they have made a mistake. My guess is they have packed the watch in some other package or not packed it at all. This is a cover-up.
Order ID # 1206939 [protected]
Jul 6, 2022
Complaint marked as Resolved Posting on twitter I think helped quite a lot.
Myntra.com customer support has been notified about the posted complaint.
Jul 02, 2022
Updated by mukeishjaiswal One small change - the two orders that were clubbed together were ordered the same day I.e. June 13th. The watch was ordered late in the night while the other apparel items were ordered in the afternoon.
Latest update is that I got a call from Mr Nihal, escalation manager, who gave it another twist. He says the watch was delivered as a separate package. And before he said this, he said he has rechecked the details including footage. Upon me telling him that all this while it’s being told to me that it was part of the same package, he got nervous and said he will get this reverified and call back within 48 hours. After that, they have called and asked for extensions after extensions, still waiting for an update. Fingers crossed.
Jul 04, 2022
Updated by mukeishjaiswal Got a callback today. They are initiating a refund. They say there was some logistic error at their end. What a tiring and stressful experience this was. Lucky that it worked in my favour, but lot of lessons learnt. Earlier they kept denying for good 1 week, but luck favoured me that a gentleman heard the issue carefully and looked into it.
