Byju's — Refund Process Complaint & Extremely Unprofessional Conduct!

To
BYJU's Team Members,

I am writing to raise a complaint regarding the recent experience I have had with Byju's, specifically related to the cancellation process (request number[protected] and subsequent interactions with your team members. It is my sincere hope that this complaint will help shed light on the unfortunate situation I find myself in and lead to a fair resolution.

I entered into an online premium subscription with Byju's for my daughter (class IX), based on the enticing offer of a 100% refund policy within the first 14 days of enrollment. On 11th July 2023, I received BYJU's premium study kit (order no:SO-[protected]) that was provided as part of the subscription, after having paid INR 10, 000/- from the total subscription fee of INR. 41, 000/-. My primary intention in subscribing was to gauge my daughter's engagement with the kit and assess her ability to integrate it into her busy schedule, which includes school commitments, homework, and tuition classes.

After consistent and thoughtful consideration and discussions with both my daughter, and wife, I came to the difficult decision to initiate the cancellation process on 24th July 2023, well within the stipulated 14-day period that was accompanied by a 100% refund policy. This decision was driven by the realization that, despite our best intentions, my daughter was unable to allocate sufficient time for meaningful engagement with the study kit due to her demanding daily routine.

What followed was a deeply disappointing and distressing experience. Instead of receiving the professional and respectful treatment one would expect from an organization of Byju's stature, I found myself subjected to undue mental distress. It is with a heavy heart that I must express my disappointment in the behavior of some of your team members.

In particular, the operations team's actions stand out as grossly unprofessional. I was deeply hurt by his unwarranted comments about my financial status and his threats to recover the remainder of the subscription fee through whatever means necessary. This behavior is not only unethical but also completely unacceptable and truly depressing. Moreover, another female representative from Byju's has been persistently contacting me under the guise of counseling, yet her approach has been riddled with illogical theories and unethical persuasion tactics. This consistent bombardment of messages for payment and calls by different members of BYJU's for the same (till date) has taken a severe toll on my peace of mind, disrupted my crucial work hours and efficiency, and also eroded the trust I had initially placed in Byju's as a reputable Edtech institution.

I wish to emphasize that my intent is not to engage in a hostile confrontation, but rather to express my grievances in the hopes of a just resolution to get the refund amount. I kindly request that this matter be investigated thoroughly, with a focus on the unprofessional conduct I have outlined, and a resolution be reached promptly for a better future for BYJU's.

I seek a refund in accordance with the terms and conditions of the 100% refund policy that was a key factor in my decision to subscribe to Byju's services. I implore you to uphold the values of professionalism, customer service, and ethical conduct that should be the cornerstone of any reputable organization.

I have attached a few snapshots related to the dates of receiving the BYJU's premium kit and registering for the cancellation process for your kind perusal.

For further correspondence (my nephew):
Dr. Md Saifuddin
WhatsApp: +91-[protected]