Myntra.com — Return pick up failed but pick up executive never actually came

I had ordered a pair of Nautica Brown Casual Shoes Size 10 from Myntra that was delivered on 1st Oct 2022.

Order ID- 1216063 [protected]

- Due to an issue with the size of the shoes, I placed a return request on Myntra.
- As I was not available at the pick up address when the pick up was scheduled, I requested the pick up executive to reschedule the pick up and he agreed to reschedule that.
- However, instead of marking as pick up rescheduled, the pick up executive wrongly marked that the product is used & hence the return pick up failed. While in reality, the executive had never really checked the product because I wasn't available & had asked for a reschedule.
- Now, as per Myntra, the return is on hold due to quality check failed.
- Despite multiple complaints (calls/ emails/ chat messages) to Myntra customer support, they are not helping.
- Below is their response - "Please be informed that after a thorough investigation and review of your claim, we found that the correct product was shipped from our warehouse.

Also, our team confirmed that the package was delivered in sealed and pristine condition to the same address as updated while placing the order.

I regret that the claim stands declined."
- The fact is that I never claimed that I have received a used product
- The fact is that the pick up executive never came for the pick up because I asked him to reschedule
- The fact is that the pick up executive wrongly marked that the product is used despite never actually attempting the pick-up
- The fact is that Myntra is only investigating the angle that they had delivered the right product but not investigating whether the pick up was actually attempted or not
- The fact is that the product with me is in original unused condition with all brand tags available and I have shared the images as well with Myntra for proof.

Stop with the robotic customer support processes & responses. Please try to understand what the issue is.
I want the product to be picked up for return & my money refunded.