Myntra.com — product delivered was not the product shown. color/price difference. false advertising.

Address: ADILAXMI E-COMMERCE PRIVATE LIMITED Benchmark, Off BG Road 14/E East Klassik, 560076, 560076

Website: Myntra.com

On 19 july, i shop a "crocs women grey sneakers" from myntra.com, (Mrp 3, 995 inr) but costing me 3, 196 inr.

Order id :[protected]-6050001

Item delivered on 24th july, evening.
The product delivered, however, was not as shown on the website. Apparent price and color difference, yet same article number.

I received a "crocs women black sneakers," uk 3, mrp 4995.

Every myntra product comes with a white sticker, pasted on the product box which carries a number, that tallies with the article number. Of the item — "the white sticker as well as crocs product sticker carried the article number — "205234 — 001, with the product barcode number as[protected]

1st escalation -

Since myntra had a 30 days "no questions asked policy, i duly notified them this error, in august first week, well before return/exchange period expiry on 24th august. This was done to seek pre-approval, so that their return pick up agent, won't cause any hassles, in accepting the return, due to"color issue."

I also had a size issue (Upon trying uk 3, i realized i needed a uk 2). However, i could have only selected one field for returning — and color issue was obviously more highlighting than size issue. Besides, uk 2 was out of stock, and i'd have still had issue in exchanging the product (Due to colour difference).

Case representative asked me to wait for 72 hours, but it took at least 4-5 days, for any update.

On 11th august, diksha, on behalf of myntra, further requested 48 hours.

Meanwhile, i placed the return request, scheduled for 13th august.

On 12th august, nazneen from myntra, replied —
"we will be unable to accept the return since a correct product was shipped from our end end, post a successful quality check."

The return request was cancelled. I placed another return request, scheduled for 14th august.

This infuriated me, and upon escalation through social media (Twitter), and highlighting the error that"crocs india"has nowhere catalogued such women grey sneakers, nor does google search show any similar product, i emphasize that myntra has indeed made a"color / price error"on their website/app.

They assigned me a case manager, who asks for 24-48 hours of time, to look into it, at the promise of following it up with me, himself. Thanks more case managers spoke to me since then, but to no resolve.

Cm #1 also agrees that the return pick up agent can come and investigate the product himself. But myntra didn't send anyone and my request was again cancelled, without prior intimation.

Come 16th august, case manager (Omar) asks for 24 hours more.

I speak to 2 customer service representatives, 4 case managers, social media handlers and in the end, nothing is resolved. They say, that the escalation team only conveys what the investigation team reports. Too reckless to accept an error on their part.

Here's what myntra couldn't answer, except for reiterating that they've sent the correct product after a successful quality check —

1. If i indeed have the correct product, then why didn't they accept it for return, for at least, the size issue?

2. If i indeed have the correct product, how is it still a different colour, but their article no. On product box (Sticker pasted by myntra and crocs label) matches?

3. What explains the price difference, in what's marketed by myntra and what's received by customer?

4. What explains the false marketing of a different colored product, that can't be traced via crocs india catalogue (https://shopcrocs.in/women/collections/literide.html)
And
Grey sneakers : (https://shopcrocs.in/tsearch?q=Grey%20sneakers)
Nor
Via a google search (https://google.com/search?q=crocs+women+grey+sneakers&client=ms-unknown&prmd=si...⇄

No answers!

Here's what myntra additionally said, in addition to not resolving my problem —

1. Case manager #1 states that they will only accept products for return (On issue of wrong product/size) if they're notified within 48-72 hours of delivery.

Their policy doesn't explicitly states this.

I raised my concern well before 30 days, expiring on 24th august. I didn't see their compliance with"no questions asked" policy.

2. On 16th august, they tell me, that the product will not be subject to exchange or return, which is a term & condition they modified, so that i can't request anything even under the size issue.

3. They conveniently disabled both return/exchange option for the said item, so that i can't do anything in my account.

Myntra.com, has not unjustly caused me loss of time. They have forced me to keep a wrong product. After several escalations, their ceo amar nagaram, also didn't bother to take cognizance of any of my escalation tweets.

In the past also, they declined my exchange request, when the fault was clearly on their part.
Incorrect price listing. Brand tag mentioned 1799/- whereas myntra listed 1499/-
(Screenshot of similar complaint attached)
Brand website : https://www.clovia.com/product/short-nightie-robe-set-in-teal-green-2-pcs/
Myntra website : https://www.myntra.com/nightdress/clovia/clovia-teal-blue-nightdress-with-robe-n...⇄

I'd encourage them to further reinvestigate my current claim and accept it's return request of this product and duly refund me my money.