[Resolved]  Urbanic — Product picked up, but Refund not initiated

This is regarding Order Number[protected], in which I had ordered 2 products, of which I raised a return request for 1 of them related to sizing issues on the 19th December.
On Monday evening, 20th December, the package was collected from me by the delivery agent.
Within an hour of collection of the package from me, I called him back stating that I haven’t got any update or message saying that my package was collected. He told me, that he still hasn’t reached the office, once he reaches the office, I would get the message. He hadn’t given me any pick up receipt or anything for the same.
On the next day, that is, Tuesday, 21st December, I raised a complaint on their customer care chat section, regarding the same. Then I got a message again stating that someone would be coming to collect the package from the courier company.
I’ve been trying to address this problem with their team on chat, but haven’t got any satisfactory response and the status on the app is unchanged.
After a lot of failed attempts on the chat help, I started emailing them, one of my emails was rude, due to which I immediately got a call the same day, from Rishabh Gupta on the 25th December, he said he would look into the matter personally and would escalate my issue, and get in touch with the logistic team regarding the delay in the same and for all of this he asked a timeline of 48 hours. And he said, that all emails written to their helpline, never go unanswered. So re requested me to be in touch on email and not on the chat. 2 days later, no email, message or contact from their team.
Then on the 29th December, I get a call from Khushboo, this was again after a rude email sent to them the previous day, she said that my ticket has been escalated, but its taking time, and she needed 72 hours to get back to me. Its been almost 7 days to that phone call, I haven't got any communication from their end! Whenever I asked them to connect me to a senior employee, they say they cant do that. Anything I ask them, all I get an answer is, give us 48 or 72 hours. It's 15 days later, and my refund has not been initiated. I'm fed up of following up with them. they don't respond properly on the chat section in their app, and emails are all going unanswered!
They're just harassing their customers and taking full advantage of not having contact number for us to reach them!
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Jan 11, 2022
Complaint marked as Resolved 
After writing another rude email, they finally called me back stating that the refund has been initiated. They had no answer to what took so long to resolve the problem and why there wasn't any status update from their end. But, they apologized and my money is back in my account.
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