Myntra.com — women black rare dress exchange process [incident:[protected]]

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Myntra

I ordered 2 dress from myntra. And later I request return for one and exchange for one. As I was not available in home those days I put both dress in same cover downstairs which everyone used to do. Later when I got message for return successfully picked but not for exchange even though full packet was missing. Since then ( Feb 20) I am continuously contacting myntra for update. As it is confirmed that agent picked exchange one mistakenly without my consent still myntra not providing return for this. I got very irresponsible replies like it's not received in Warehouse and I have to check with agent. First of all it was picked up with out contacting me and I invested my money and lots of time. Still how can they ask like their part done and I have to contact. The worst part is they are telling different things in mail and when I am calling them. Totally fed up with very rude behavior of customer care people. Inefficient to the fullest.
If you are not ready to do anything provide me the escalation matrix to proceed with this complaint.