Myntra.com — product not delivered - still myntra claims delivered??

Address:	122003
Website:	myntra.com

Hi team myntra,

Apart from many other orders placed and received earlier, i placed an order for two kurtas with trouser set bearing order no[protected]-3846703, on september 4, 2018, as detailed below:

1. Aks women cream coloured & navy checked kurta with trouser,
2. Libas women maroon & grey checked kurta with trouser.

The order for item no.1 was successfully delivered to my address and since i didn't like the fit, i requested for its return and the same was successfully picked up from my address on september 9, 2018. I received all the communication from myntra, through messages and mails pertaining to confirmation of order, update on delivery, return etc...

On september 7, 2018 late evening i, again, received message from myntra stating order for item no 2, as detailed above, has been successfully delivered to my address. However i didn't receive any package from myntra that day. The security guard of my society after checking the register also, confirmed, that no myntra delivery guy had come that day, in the society, for any delivery, but still, i got a confirmation mail and message for its successfully delivery from myntra. I tried to contact the delivery guy but he didn't answer my call.

I immediately contacted the customer care of myntra and explained the matter to them and they noted my complaint and promised to come back within 48 hours with response.
However, after not getting any response from myntra customer care within the promised time i again contacted the customer care on september 11, 2018 and once again explained the entire matter. The customer care executive shared the proof of delivery with me, the image of the initials of the person receiving the product and i confirmed to him that the initials shared are not mine and the product is not delivered to me. He, also, noted the complaint and promised to come back within 48 hours with response.

After waiting for three days, today i got an email from the myntra customer care saying "as per the confirmation the order has been delivered to you." closing the matter from their end.

As a frequent user of your online app, i am really very disappointed and dissatisfied, to receive such an unprofessional and casual reply from a prestigious and reputed brand of your standard : "myntra" ; having famous bollywood celebs as brand endorser.

After having a bitter experience, as narrated above, i want to ask myntra:

1. What sort of response is this... And how do you think, you have actually redressed or resolved my complaint?

2. Is it that difficult to understand that its a clear matter of wrong delivery..?? The delivery boy has delivered the package to a wrong person.. Time and again i have been calling myntra and confirming that product has not been delivered to me. But the myntra customer care executives are just stuck at one point... The delivery boy has confirmed the delivery. The question here is not about non delivery of package.. The question here is of delivery, wrongly made or may be not made. Out of two product, how come one is successfully delivered and picked up also, from the same address, so much of issue with the delivery of second product to the same address.

3. Is this the way you treat your valued customer...? Instead of inquiring in details and taking up the matter seriously with the delivery guy, the myntra customer care chose to close the matter by stating in their response email, the standard line"as per the confirmation the order has been delivered to you.". The myntra customer care didn't bother to resolve the matter in true spirit.

4. Is myntra concerned just with receiving orders, accepting payments and making delivery or is also concerned with ensuring delivery to the right person at right address and product, if not received by the customer, placing the order, taking all possible steps for its delivery to the correct person or refund the amount if delivery is not made due to any unavoidable circumstances. How one can trust online mode of payment before receiving the delivery, if there is no assurance of delivery to the customer from such a big ecommerce based company.

Today again, have raised the complaint to customer care, but i have somehow lost the trust in myntra customer care team and is why i am putting all efforts, time and writing this email in the hope to get a appropriate and positive response.

Kindly look into the matter immediately, and make sure such an incident is not repeated. Myntra has been known to provide good services, and such events tarnish the brand name. Hoping that myntra as a ecommerce brand market leader today will keep up to its brand image and will address this concern on top priority.

Further awaiting revert and expect my order or money refund within next 24 hours.

Best regards,
Nikita banthia,
+91 [protected]