Respected Sir/Madam,
I am writing to formally file a complaint against Nykaa (FSN E-Commerce Ventures Pvt. Ltd.) for engaging in unfair trade practices, denying my valid return request, misleading me through customer support, and deliberately disabling return options before the expiry of the return window.
Order Details:
Order ID: NYK[protected]
Order Date: 17th March 2025
Return Valid Till: 2nd April 2025
Nature of Complaint:
Initial Return Request and Miscommunication: I initially raised a return request under the reason "Wrong Product Delivered." Upon realizing that the correct product was indeed delivered, I responsibly cancelled the return request.
Subsequent Return Request Denied with Illogical Reason: I then attempted to raise a return request with the legitimate reason: "Product not needed anymore." However, I repeatedly received responses from Nykaa stating that the product was correctly dispatched — a reason unrelated to my actual return concern. Despite multiple clarifications, the customer support team failed to address my valid return reason.
Return Option Illegally Disabled: Despite my return being valid till 2nd April 2025, Nykaa has disabled the return option on my account backend, thereby denying me my consumer right to return a product within the permitted time frame.
Misleading Commitments by Customer Support: I have spoken to four different customer support agents, all of whom assured me that I could proceed with the return by changing the reason. Trusting their guidance, I followed the instructions, but each time my return was rejected.
Now, I am being told that since I have “changed the return reason multiple times, ” I am no longer eligible for return. This is an unacceptable justification, especially when Nykaa's own representatives encouraged me to change the return reason as a workaround.
Non-Transparency and Denial of Call Records: I have requested call recordings multiple times to support my claims, especially to highlight the false assurances given by their agents. However, Nykaa has refused to share any such records, further showing a lack of transparency and accountability.
Request for Relief:
In light of the above, I request the Consumer Forum to take appropriate action against Nykaa for:
Rejecting a valid return request within the approved return period.
Misleading me repeatedly through false assurances from multiple agents.
Disabling return options before the valid return date.
Not providing call recordings, even when requested for dispute resolution.
Causing mental harassment and inconvenience through poor customer support and unjust practices.
Resolution Sought:
Immediate processing of return and refund for Order ID: NYK[protected].
Compensation for mental harassment and inconvenience caused.
Directions to Nykaa to improve transparency and share call records when requested.
Penalty for unfair trade practices under the Consumer Protection Act, 2019.
I am attaching screenshots of the return window, communication with Nykaa (if available), and any other relevant documentation for your kind perusal.
Looking forward to a fair resolution.
Was this information helpful?
Post your Comment