Surtisilk.com — Request for Return Due to Sizing and Color Issues

Address: SY NO.51/1,PLOT-47,Hariom Hari Industrial Estate,B/H Sewage Treatment Plant,Nr Datt Mandir,Ved Road,Surat,395004,India.

Website: surtisilk.com

Dear Customer Support Team,

I am writing to seek immediate assistance regarding my exchange order (Order ID: SS88276) and the unresolved payment discrepancy that has caused significant delays over the past month.

Here is a summary of the situation:

Initial Exchange Request:

Old Order ID: SS80844
Exchange product price: ₹1599
Previous purchase price: ₹1394
After applying the PREPAID100 coupon, the new price should be ₹1499, leaving a balance of ₹105 to be paid.

Payment Discrepancy:

The amount requested by your team was ₹205, which I clarified through detailed calculations was incorrect.
I have attached my calculations and references multiple times to show that the correct payable amount is ₹93.

Calculation Clarification:

Total Price Before Discount: ₹1599
Discount Applied (PREPAID100): ₹100
Price After Discount: ₹1499
Previous Purchase Deduction: ₹1394
Correct Payment: ₹1499 - ₹1394 = ₹105
Adjusted Amount (₹1599 - ₹112 coupon): ₹1487
Final Balance: ₹93
Policy Clarification Request:

I requested clarification regarding whether the stated policy explicitly mentions that coupons are not applicable for exchanges. Their team failed to provide any valid policy reference confirming this.

Repeated Delays:

Despite over 40 emails and multiple follow-ups, the issue remains unresolved.
I have repeatedly requested a clear resolution, and instead, I have received vague responses like, "We will check and update you, " which have only delayed the process further.

Request for Resolution:

Please proceed with my exchange order immediately based on the clarified payment amount of ₹93.
Ensure the coupon rules are applied correctly as per policy and address any internal discrepancies without burdening the customer.
This matter has been unnecessarily prolonged, and I expect immediate action to resolve it

its almost one moth they are simply playing with me and delaying my order.

Please find below photos for reference:

Black Dress : i have return and requested for exchange

Peach Dress : I have order again by COD after they told me that you have to place order COD mode then we will proceed your order from our end by using your last order credit score which is 1394.

And also please find another screen shot of payment clarification: