ShopClues.com — Payment not refunded

Address:	New Delhi, Delhi, 110049
Website:	www.shopclues.com

I have ordered Philips MMS 1400 Laptop/Desktop Speaker (2.1 channel) from Shop Clues on 18th Sep 2015, Order ID # 68488418, I was informed that my order will be delivered by 3-5 working days. After a week when the product was not delivered, I thought to check my product status and found that my order was transferred to another Merchant as the current merchant was unable to fulfill the same. Later on my order was transferred to other merchant with new order id # 68959866 and it was delivered to me on 28th September 2015. When i have checked the product, i found that there is some technical problem and the sound output is not good and i thought of return the product. I have called shop clues customer care and asked to get my product picked up and to follow the refund process. I was informed that shop clues technical team will get back to me by max 48 hour's but i haven't any call and again i called the customer care and again they asked me to wait for 48 hour's so that the technical team can contact me. On 17th Oct'2015 i have received a mail from [protected]@shopcluescom.zendesk.com stating that they have send me same product with standard quality which was ordered by me and for further clarification i should check the product description properly mentioned in website and they may not be able to fulfill my request for refund and they have provided me a link to check the return policy and till date the link is not working. Again i have called customer care and told them the entire issue and i got the same reply that the technical team will get back to me by 48 hour's and on 20th Oct'2015 i have received another mail stating me to visit nearest service center and seek assistance as the product ordered by me is under manufacturer warranty and if they fail to resolve my query i have collect the job sheet from Philips service center and send the scan copy to shop clues. Is this the way Online shopping sites are resolving customer issue? When i am not satisfied with the product, why shop clues team is not ready to refund and why i have to reach out to service center and waste my time. I have called 4 times to shop clues customer care team and till date i haven’t received any valid response. Please help me on this.