Myntra.com — My return request is rejected

AdCh

Address:	Myntra Designs Pvt Ltd, AKR Tech Park, 7th Mile, Krishna Reddy Industrial Area, Kudlu Gate, Bangalore – 560068 Phone: +918043540100
Website:	www.myntra.com

Return id - [protected]

25/07/2021

I have ordered a levis 511 jeans of 34 inches size but was delivered 36 inches of jeans. I have put a return request just (30 minutes) after noticing the mistake the warehouse people from myntra made.

26/07/2021

the pickup partner from myntra arrived the next day and picked up the product. I have returned the product in its original protective plastic wrap with all tags intact and an unopened sea. He thoroughly checked the product for all the price tags and only left when he felt the product was intact and had no issue with it.

27/07/2021

now I receive a message from myntra saying that the "request" for return was rejected. The reason they cited was that the product was missing the price tags. I called their customer care as soon as I saw this message, and they replied, saying that they have escalated the issue to their senior. It's been a couple of hours, and I haven't received a reply yet.

To add, there are numerous complaints on consumer forums regarding the lack of accountability of the quality assurance team of myntra.

Coming to my case, it is the sheer irresponsibility of the return handling team that has lost the price tag of the return order. Two scenarios come into play in my case:

1) the myntra pickup partner lost the price tag after picking it up from my place.

2) myntra is following fraudulent trade practices to force the consumer to buy goods from their site.

In the end, it is the consumer that has to bear the brunt of an inefficient pickup handling team. If there was an issue with the price tag, the pickup guy should have been notified during the time of the return order pickup itself. But no, that did not happen, and now myntra says that the price tag is missing after a day of my returning the product to them. This is clearly an unacceptable mistake at myntras end, first sending ill-fitting jeans and second rejecting an already picked up order citing the reason of price tag missing after 24 hrs have passed.

The so-called senior customer exec from myntras team is yet to respond. I hope they resolve the issue soon.

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Myntra.com customer support has been notified about the posted complaint.

Jul 29, 2021

Updated by AdCh 28/07/2021

The senior customer exec from the Myntras team called me. He did not respond or tried to resolve the issue. The exec said he verified with the Myntras pickup partner, who came on 26th July 2021 to pick up my return. The hilarious part here is that the Customer service team is ready to believe the version of their courier/delivery team, who might say stuff to save themselves from getting fired/grilled by senior management. I still do not understand why the Customer service team believed the oral version of a pickup partner who himself said the product was intact (with brand and price tag) and it was eligible for a refund while picking up the order from my home.

29/07/2021

After the whole experience, I feel disgusted about Myntra and their customer relations team management. The senior customer exec who called me yesterday assured me I would get a call back from his senior, which I did not where it is already past the 24 hours promised by him.
First, the order delivered not being the size I ordered. Second, the customer service team saying they couldn't do much about my case and marking my case multiple times as resolved. I understand now why the Indian E-Commerce space cannot expand into other parts of the world and need some American giant to gobble Indian eCommerce to make them better companies.

Hey Myntra, I am still waiting for a call back from your end !!!

Jul 31, 2021

Updated by AdCh 30/07/2021

Hey peeps at Myntra, I haven't heard from you for 2 days. I understand your incompetency in resolving the matter regarding the refund status of my return. This kind of decision paralysis will only destroy your brand's reputation. Still waiting to hear from your super senior customer exec, LOL !!!

Aug 09, 2021

Updated by AdCh 09/08/2021

I still did not receive any reply from Myntra yet. They neither sent my package nor did they process the refund. Myntra has pathetic customer service. Myntra peeps don't even have a basic protocol in place to follow up on customer grievances. Hey Myntra, improve your grievance redressal system to retain customers.

Aug 18, 2021

Updated by AdCh 17/08/2021

Issue IN[protected] dated 11 August [Issue Closed]

The case manager from Myntra's Escalation desk has called me after several calls from our side. The case manager named Vishal has assured me that there was a fault at their end, they have found the brand tag of the jeans, and the refund would be processed to my bank account.

Issue IN[protected] dated 17 August [Issue Opened]

The case manager named Savitha has opened another issue related to my return request. Now, she asks me to wait for another 2-3 days for a resolution. Meanwhile, I get a mail which states that the product I returned is on its way back to my home since it has failed quality check.

I am confused about how a company as big as Myntra can have miscommunication within its own department. It's is mind baffling. One day-case manager Vishal says they will fully refund the amount, and on the other day, Savitha, the case manager, asks for some more time and re-opens a closed issue with me getting a mail that says my return will be "re-shipped." It makes 0 sense to me, coz the whole issue has been dragged for over a month with no resolution. The incompetence from the side of Myntra is clearly understandable, and the way they made the whole experience of returning a perfectly fine product is unpleasant.

This would be my last time shopping on Myntra. The whole experience was awful and would always make me attach a bitter taste to the brand name of Myntra.