| Address: Shopping Smart, Ground Floor, C/2, Ward No 31, MIG 2/1, K H B Colony, Netaji Nagar, Near Vianney Vidyalaya School Road, Ballari, Karnataka – 583104, I |
| Website: shoppingsmart.in |
FORMAL COMPLAINT: Non-Delivery of Prepaid Customized Gift Hamper
Beyond Published Shipping Policy - Breach of Service Guarantee
ORDER SUMMARY:
Order ID: SS13222
Tracking ID: 7D[protected]
Tracking Link: https://shoppingsmart.odrtrk.live/trk/7D[protected]
Order Date: 20 December 2025, 09:58 AM
Payment Type: PREPAID (Not COD)
Amount Paid: ₹1, 999
Product: Personalized Gift Set Hamper for Women
Current Date: 30 December 2025, 4:21 PM
Days Since Order: 10 DAYS
Days Since Promised Delivery: 1+ DAY
──────────────────────────�...⇄
SECTION 1: CLEAR NON-DELIVERY - PARCEL STUCK IN BANGALORE
──────────────────────────�...⇄
PARCEL TIMELINE:
December 20, 2025 (Day 1):
Order Placed at 09:58 AM
Payment: ₹1, 999 (PREPAID via online payment)
Shopping Smart promised delivery within 5-7 working days
December 22, 2025 (Day 3):
Parcel picked up from Hub Office
Reassigned to delivery partner DTDC
December 22-23, 2025 (Days 3-4):
Parcel at Bellary Sorting Office
Status: Processing
December 23, 2025 (Day 4) - PARCEL GETS STUCK:
07:51 AM: Parcel reached Bangalore Nelamangala Apex
07:56 AM: Still at Bangalore Nelamangala Apex
12:56 PM: Transferred to Bangalore Yelahanka Apex
15:25 PM: Bangalore Yelahanka Apex
16:19 PM: Bangalore Yelahanka Apex
December 25, 2025 (Day 6):
08:38 AM: STILL at Bangalore Yelahanka Apex
23:42 PM: STILL at Bangalore Yelahanka Apex
December 27, 2025 (Day 8):
00:25 AM: STILL at Bangalore Yelahanka Apex
December 30, 2025 (Day 11) - TODAY:
11:29 AM: STILL at Bangalore Yelahanka Apex
Status: "In Transit" (misleading - physically STUCK)
══════════════════════════�...⇄
CRITICAL FACT: PARCEL STUCK AT SAME LOCATION FOR 7+ CONSECUTIVE DAYS
══════════════════════════�...⇄
From December 23 at 12:56 PM to December 30 at 11:29 AM:
7 DAYS and 23+ HOURS at EXACT SAME LOCATION
NO MOVEMENT WHATSOEVER
Status shows "In Transit" but package is PHYSICALLY STUCK
ZERO progress toward Gandhinagar destination (only 550 km away)
This is NOT an "unforeseen circumstance." This is NEGLIGENCE by DTDC
and FAILURE by Shopping Smart to monitor and escalate.
──────────────────────────�...⇄
SECTION 2: BREACH OF SHOPPING SMART'S PUBLISHED PROMISES
──────────────────────────�...⇄
SHOPPING SMART'S EXACT WORDS FROM THEIR OFFICIAL WEBSITE:
PROMISE 1 (from product page):
"Dispatched in 1 working day after order is placed"
"Delivery expected within 5-7 Working Days after dispatch"
Analysis:
Order: 20 December 2025
Dispatch: 20 December 2025 (within 1 working day) ✓
Expected delivery: 5-7 days after dispatch = 25-29 December 2025
Actual date: 30 December 2025 = 10 DAYS (EXCEEDS PROMISE BY 3 DAYS)
Status: NOT DELIVERED ✗
PROMISE 2 (from shipping policy page):
"All orders usually take a delivery time of 3-7 working days after
dispatch (all days except Sundays and Public holidays) within India."
Analysis:
Order placed: 20 December 2025
3-7 working days = 23-29 December 2025
Current status: 30 December 2025 = 10 DAYS PASSED
Policy exceeded by 3-4 DAYS ✗
Status: NOT DELIVERED ✗
PROMISE 3 (from tracking page):
"Order Placed On: Dec 20, 2025
Estimated Delivery: Monday 29 December 2025"
Analysis:
Estimated date clearly shown: 29 December 2025
Today: 30 December 2025 (PAST the estimated date)
Package status: STILL in Bangalore (NOT delivered) ✗
PROMISE 4 (their guarantee):
"Our product comes with a 100% MONEY BACK GUARANTEE in case of
non-delivery. You can trust in our commitment to timely and reliable
service. With our guarantee, you can shop with confidence and peace
of mind."
Analysis:
Non-delivery: CONFIRMED (past promised date, parcel stuck)
This guarantee: APPLIES DIRECTLY TO MY SITUATION
They must honor it: MANDATORY
──────────────────────────�...⇄
SECTION 3: FAILURE OF CUSTOMER SUPPORT SYSTEM
──────────────────────────�...⇄
INADEQUATE SUPPORT INFRASTRUCTURE:
Shopping Smart has demonstrated a SEVERELY INADEQUATE customer support
system with only ONE support person handling this critical issue.
December 26, 2025:
Called +91 [protected]
Support person (male): "Package will arrive on time"
FALSE - Package was already stuck for 3+ days
December 27, 2025:
Called support again
Support person: "We have marked this as priority/emergency delivery"
FALSE - No actual priority action taken, package still stuck
December 28, 2025:
Called support
No response / Calls not answered
December 29, 2025 (Evening):
Called support
Support person gave vague assurance
FALSE - Package never arrived, still stuck
December 30, 2025 (Today - Multiple calls):
Called support repeatedly
Support person finally admitted: "Package is stuck in Bangalore"
Quote: "DTDC will update us in 24 hours, then we will inform you"
This means: Even if DTDC responds in 24 hours (by 31 Dec),
delivery would be 2-3 DAYS LATER (1-3 January)
This is VAGUE, UNRELIABLE, and COMPLETELY UNACCEPTABLE
SUPPORT FAILURES:
✗ No apology for the delay
✗ No accountability or responsibility
✗ Only soft arguments: "What can we do? Issue is with DTDC/Nimbuspost"
✗ Repeatedly lied about delivery timelines
✗ Made false promises about priority handling
✗ Stopped answering calls on 28 December
✗ Stopped replying to emails completely
✗ Cannot provide current tracking status
✗ Cannot confirm delivery date
✗ Blamed courier entirely while themselves failing to monitor/escalate
✗ No proper escalation procedure
✗ Single person support staff (inadequate for business)
RESULT: Shopping Smart has created a customer service experience that
is unacceptable, unprofessional, and damaging to consumer trust.
──────────────────────────�...⇄
SECTION 4: EMAIL COMMUNICATION - NO RESPONSE
──────────────────────────�...⇄
Email Status:
Emails sent to: [protected]@shoppingsmart.in
Date sent: Multiple times (26-29 December)
Response received: NONE
Current status: NO REPLY as of 30 December, 4:21 PM
This demonstrates:
✗ Email support is non-existent
✗ Business does not take customer concerns seriously
✗ No proper support system for escalation
✗ Business is unresponsive to written communication
──────────────────────────�...⇄
SECTION 5: WHY THEIR "UNCERTAIN CIRCUMSTANCE" EXCUSE IS INVALID
──────────────────────────�...⇄
Shopping Smart's Website States:
"This is our standard shipping policy but in case any unforeseen/uncertain
circumstance occurs by our shipping partners, we aren't in control so in
that cases the shipments may be delayed. No refund is applicable for any
unforeseen/uncertain circumstance caused due to the courier operations
delay issue."
ANALYSIS - WHY THIS EXCUSE DOES NOT APPLY:
REASON 1: CONFLICTING POLICIES - MAIN GUARANTEE WINS
Their PRIMARY guarantee: "100% MONEY BACK GUARANTEE in case of
non-delivery" (NO exceptions mentioned)
Their secondary clause: "No refund for unforeseen circumstances"
Legal principle: A business's main published promise supersedes
narrow exceptions in small print
Conclusion: The 100% guarantee APPLIES. The exception does NOT apply.
REASON 2: PARCEL STUCK FOR 7+ DAYS IS NOT "UNFORESEEN"
"Unforeseen circumstance" = Natural disaster, lockdown, war, riots,
force majeure events (EXTRAORDINARY events beyond control)
NOT "unforeseen" = Normal courier delay (happens daily)
My situation: Normal operational failure at courier hub
7+ days at same location = NEGLIGENCE, not unforeseen circumstance
This is Shopping Smart's failure to monitor and escalate
Conclusion: This is NOT an "unforeseen circumstance"
REASON 3: SHOPPING SMART IS RESPONSIBLE FOR COURIER CHOICE
Shopping Smart CHOSE DTDC as the courier
Shopping Smart PROMISED 5-7 day delivery
Shopping Smart GUARANTEED "100% money back for non-delivery"
If courier fails, Shopping Smart is still liable to the customer
They cannot hide behind courier failure
They must fulfill their guarantee regardless of courier performance
Conclusion: Shopping Smart bears responsibility
REASON 4: PARCEL STUCK IS SHOPPING SMART'S FAILURE TO ESCALATE
Shopping Smart has admitted: "We are trying to contact DTDC"
This means they LOST CONTROL of the shipment
They should have escalated immediately on Day 3 (23 Dec)
They should have demanded DTDC provide updates
They should have offered alternatives
Instead, they made false promises and did nothing
Conclusion: This is Shopping Smart's operational failure
REASON 5: NORMAL DELIVERY DELAY, NOT EXTRAORDINARY
Their policy promises: "3-7 working days"
My package: 10 days (only 3 days overdue)
If "3 days overdue" = "unforeseen, " no delivery guarantee would be valid
This would make their guarantee meaningless
Conclusion: Normal delay does NOT invoke exception clause
LEGAL PRINCIPLE: When a business offers a guarantee like "100% money
back for non-delivery, " they cannot later claim an exception for normal
operational delays. The guarantee must be honored.
──────────────────────────�...⇄
SECTION 6: SPECIAL CIRCUMSTANCES - CUSTOMIZED GIFT FOR SPECIAL OCCASION
──────────────────────────�...⇄
This complaint involves more than just a delayed product. This involves
a CUSTOMIZED GIFT HAMPER that was intended for a SPECIAL OCCASION.
CUSTOMIZATION DETAILS:
Product: Personalized Gift Set Hamper for Women
Customization: Name engraved on 5 items (Wallet, Passport Cover,
Keychain, Sunglass Case, Water Bottle)
Customization cannot be changed or reused
Customization is specific to intended recipient
Customization loss = Complete loss of product value
SPECIAL OCCASION DETAILS:
Gift intended for: A special person on a special date
Promised delivery date: 30 December 2025
Special occasion date: 30 December 2025
Purpose: To celebrate and express care on this special day
Impact of delay: COMPLETE LOSS OF PURPOSE
EMOTIONAL AND TRUST DAMAGE:
I promised this gift to someone on 30 December
The promise cannot be kept due to Shopping Smart's failure
My credibility with the recipient is damaged
The recipient's special moment is ruined
The customized nature makes it irreplaceable
No alternative gift can replace this customized hamper
This is not just about a product - it's about broken trust and
ruined emotions
CUSTOMER EXPECTATION:
When ordering a gift for a specific date, timeliness is CRITICAL
Shopping Smart advertised "5-7 day delivery"
Customer relied on this promise for planning
Customer trusted Shopping Smart with a time-sensitive delivery
Shopping Smart failed this trust completely
This is NOT acceptable under any circumstances.
──────────────────────────�...⇄
SECTION 7: DETAILED COMPENSATION BREAKDOWN
──────────────────────────�...⇄
Based on the complete failure of service, broken promises, inadequate
customer support, and emotional damage, I demand the following:
DEMAND 1: FULL REFUND - ₹1, 999
──────────────────────────�...⇄
What: Complete refund of product cost
Why:
Their "100% MONEY BACK GUARANTEE in case of non-delivery" applies
Package not delivered as promised (past 29 December, still stuck)
This is clear non-delivery
Their guarantee is mandatory and cannot be refused
Legal basis: Consumer Protection Act - Right to refund for non-delivery
Amount: ₹1, 999
DEMAND 2: DELIVERY OF PACKAGE - SAME CUSTOMIZED HAMPER
──────────────────────────�...⇄
What: The actual customized gift hamper delivered to my location
Why:
I paid for the product
The product is customized for me
I have right to receive what I paid for
Even after refund, package should be delivered (not lost)
Timeline: Immediate delivery to Gandhinagar, Gujarat
Legal basis: Consumer Protection Act - Right to receive purchased goods
Status: DEMAND + REFUND (can have both)
DEMAND 3: COMPENSATION FOR NON-DELIVERY BREACH - ₹1, 500
──────────────────────────�...⇄
What: Compensation for breach of delivery promise
Why:
Shopping Smart promised "5-7 working days delivery"
Shopping Smart promised "delivery within 29 December"
Package not delivered as promised
This is 1+ day PAST promised date
Customer suffered loss due to failed promise
Legal basis: Consumer Protection Act - Compensation for deficiency in service
Amount: ₹1, 500
DEMAND 4: COMPENSATION FOR POOR CUSTOMER SERVICE - ₹1, 500
──────────────────────────�...⇄
What: Compensation for inadequate and unprofessional support
Why:
Support person lied about on-time delivery
Support person made false promises about priority handling
Support person stopped answering calls (28 December onwards)
Support person showed no empathy or apology
Support person blamed others ("What can we do?")
Email support is completely non-existent
Business has only 1 support person (inadequate infrastructure)
Customer had to make 5+ calls with no proper resolution
Support system failed to help or escalate
Legal basis: Consumer Protection Act - Compensation for defective/poor service quality
Amount: ₹1, 500
DEMAND 5: COMPENSATION FOR EMOTIONAL DISTRESS & RUINED OCCASION - ₹2, 000
──────────────────────────�...⇄
What: Compensation for emotional damage and broken promise
Why:
Customized gift intended for special occasion on 30 December
Gift delay has COMPLETELY RUINED the special moment
Customer promised gift to recipient - promise broken
Customer's credibility damaged with recipient
Recipient's expectations not met
Special occasion compromised beyond recovery
Customization makes product irreplaceable
Emotional trust in Shopping Smart broken
Stress and anxiety caused by repeated false promises
Loss of peace of mind due to inadequate support
Legal basis: Consumer Protection Act - Compensation for emotional distress
and breach of trust
Amount: ₹2, 000
──────────────────────────�...⇄
TOTAL COMPENSATION BREAKDOWN:
──────────────────────────�...⇄
Full Refund (100% guarantee) ₹1, 999
Delivery of Package (what was purchased) ₹0 (physical delivery)
Non-delivery compensation ₹1, 500
Poor customer service compensation ₹1, 500
Emotional distress & ruined occasion ₹2, 000
──────
TOTAL COMPENSATION DEMANDED: ₹6, 999
ALTERNATIVE CLAIM (if court awards): ₹7, 500
──────────────────────────�...⇄
SECTION 8: WHAT I DEMAND
──────────────────────────�...⇄
REFUND: ₹1, 999 (mandatory per their 100% guarantee)
DELIVERY: The customized gift hamper delivered to:
Gandhinagar, Gujarat
Timeline: Immediate (within 2 days) OR refund kept
COMPENSATION: ₹6, 999 total
Non-delivery: ₹1, 500
Poor service: ₹1, 500
Emotional distress: ₹2, 000
(Total after refund: ₹4, 999 additional)
If Shopping Smart refuses:
Full legal complaint filing
Consumer court proceedings
Reputation damage through negative reviews
Additional fines from court
──────────────────────────�...⇄
SECTION 9: EVIDENCE & SUPPORTING DOCUMENTS
──────────────────────────�...⇄
I am attaching:
Tracking Screenshot (30 December 2025, 11:29 AM)
Shows: Package STILL at Bangalore Yelahanka Apex
Proves: Non-delivery past promised date
Proves: 7+ days at same location
Order Confirmation Screenshot
Shows: Order date (20 Dec)
Shows: Expected delivery (29 Dec)
Shows: Amount (₹1, 999)
Proves: Order validity and promises
Tracking Timeline (from original screenshot)
Shows: 23-30 December all at same location
Proves: 7+ consecutive days stuck
Proves: Negligence in handling
Tracking Link (Live verification)
https://shoppingsmart.odrtrk.live/trk/7D[protected]
Authority can click and verify current status in real-time
──────────────────────────�...⇄
SECTION 10: CONCLUSION
──────────────────────────�...⇄
This is a CLEAR case of:
✗ Non-delivery (past promised date, parcel stuck 7+ days)
✗ Breach of published shipping policy (promised 5-7 days, now 10 days)
✗ Breach of "100% money back guarantee for non-delivery"
✗ Poor customer service (inadequate support, false promises, no replies)
✗ Emotional damage (customized gift for special occasion ruined)
✗ Broken trust (customer relied on promises that were broken)
Shopping Smart is ENTIRELY LIABLE for:
✓ Full refund of ₹1, 999
✓ Delivery of the customized hamper
✓ Compensation of ₹6, 999 for all damages
Their excuse of "unforeseen circumstance" is INVALID because:
✓ Main guarantee has NO exceptions
✓ 7-day delay is normal delay, not unforeseen
✓ They chose the courier and are responsible
✓ They failed to monitor and escalate
✓ This is their operational failure
Shopping Smart WILL LOSE if this goes to consumer court.
They should settle immediately with full refund + compensation.
──────────────────────────�...⇄
FINAL REQUEST
──────────────────────────�...⇄
This Consumer Complaint Authority is requested to:
DIRECT Shopping Smart to refund ₹1, 999 immediately
DIRECT Shopping Smart to deliver customized hamper within 2 days
AWARD compensation of ₹6, 999 for all damages
DIRECT Shopping Smart to improve customer support systems
DIRECT Shopping Smart to honor their "100% money back guarantee"
Impose penalties if Shopping Smart does not comply
══════════════════════════�...⇄ Was this information helpful?
Post your Comment