Urbanic — Refund amount issues

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I shopped online in bulk for getting clothes for my marriage through Urbanic. Most of the items I received I didn't like due to quality and fit and I requested the return on the same day of delivery 20th Jan 2022. Its been over 15 days now and The delivery guy hasn't come to for reverse pick. This site doesn't have a customer care number to reach so we can only receives calls from them, can't call them for escalations. One can only reach out to them through chat or email services which gives typical automated response for every concerns and never really resolve the issue. This site is using a delivery partner that has issues in reverse pick up of bulk items since it takes time for them to audit. I have got more than 5 messages of reverse pick up being scheduled by different delivery agents who never come for the pick up. In fact, the Urbanic team themselves suggested they have issues in delivery with some of the delivery zones. My question is if they had issues for some areas they shouldn't be delivering the products their too. If the agent is not coming to pick the items despite several attempts of customer calling them and asking them to come. the customer shouldn't bear any loss and deserves to get the complete amount refunded. If the company is not interested in getting their items back its not the customer fault. I had to sit at home everyday to wait for the agent to come but in vain. I am also attaching one of the call recordings of the delivery partner they have who was completely disinterested in picking the item. I even shared that with Urbanic support team on timely basis so that they can take timely actions and ensure the agent comes for reverse pick up. PFA few snapshots as well from the urbanic team.