Samsung India — complaint on cancellation issue #[protected]

Address:

411057

Hi,

Below is the summary for the issue that i am facing. I have also logged a complaint under consumer forum https://consumerhelpline.gov.in under : complaint has been successfully lodged and your docket number:883691
On 20th aug 2018 i have ordered a samsung mobile s8 plus to gift to one of my friend on name of (Ramanan sundaram flat number 4 neelkanth society, pashan, someshwarwadi, pune, maharashtra 411008). Billing address was on mahak rathore (8/5 samvid nagar, indore).
On 21st aug i cancelled the order using their email : support. [protected]@samsung.com as per the executive when i initiated the chat for same.
According to the policy of samsung you should send the cancellation request before the product is shipped. As i sent the email on 21st aug where the product was not even packed as per the status on the site.
After 2 days i got the reply from (Shivani) that the concern is forwarded to the department to cancel the order on 21st aug.
On 23 aug (2 days after my cancellation req) i got the mail that suddenly it was delivered and shipped. I replied on the same thread to please check for same but didnt got any reply.
On 24 aug - 25th aug i made multiple calls emails to different ways (Example : ceo concern escalation, support e store, chat etc) but no one gave me proper update/reply on the same.
I contacted bajaj finance to stop the payment or request but they didnot even responded and got 2 email that we are processing your request and may take more days.
Since it was gift to someone she accepted that gift but the package remains intact (As delivered by saveex in email you can check).
I wrote a mail in frustration that i am accepting the product sarcastically (Included in pdf) so that they take some actions but still nothing.
Finally i called again to the support estore to help me with the situation and @ravi sharma (Some sr. Executive) told me to consider it if the packing is intact and send the pictures from different angle to initiate shipping back request). I did that and after 1 day i again got the mail from @abhishek that please send the picture from the front where information is visible. I did sent it within 1 hr. And again after 1 day i got the email that your request has been rejected.

For all proof the pdf are attached.

Issues :

Firstly, according to the policy you can make the request after 1 hour of placing the order or before shipping - i did that.
Secondly, if your request is received and product is shipped then it can be consider. Maybe you can denied to take the product (Since it was gift she just kept it but remains unpacked)
After all that if support saying send us the pictures to verify and they can take request. - i did that. I got the reply to send 1 more pic to ensure its same product. I did that too.
Customer support executives are very rude and keep on saying some repeated lines as per policy, as per policy, as per policy and its their fault from the first day. Also, they say it takes some hours to process. So if that is the case then on 21st i received the mail that it has been processed then still on 24th it was dispatched and shipped and delivered.
When i ask the sr executive to forward the call this was their answers :
Its sunday we cannot transfer the call as its holiday and less people come. (According to the policy you have 24/7 call support and 10:00 a. M. To 21:00 p. M. For order related issues) - noted i called then today on 11:00 a. M. 26th aug after getting that rejection email.
Rude behavior and repeating same taught lines in training.
Ultimately they disconnected the phone without asking anything and even denied to tell the name of the senior person who was supposed to be on duty.
I called then several times and each one gives some lame reason and method. They thinks ultimately a customer wont do anything and they can do anything by saying (As per policy) which they dont know when i asked then the one policy that i read from their site.
If you didnt cancel you should take exception as it was your mistake. If you shipped then you should take request if the product is intact as per assurance i am giving. No one reply on time no one ready to take responsibility and they want customer to send things on time or before, give his/her time, and ultimately make fun.
People involved : shivani, abhishek, mainly : ravi sharma / pratap kumar.

I wanted to raise this to higher level to ensure either the product is taken back as it is not even opened (As it is delivered) or bajaj finance deny to pay the amount without my consent.

I am attaching the pdf for same and highlighted the important points.

Please let me know in case of anything.

Regards,
Mahak rathore
Calling +[protected]
Email : mahak. [protected]@gmail.com