Feb 18, 2022
Updated by punkflop This was my email I sent to their team after my initial complaint and they conducted an ''investigation'':
"Dear Myntra team,
I received a very distressing call from Mahesh Kumar, the Sales Manager from your Escalation Team.
To recap on my call with him which I am putting on record for further action :
He stated that my request for returning the shoes was declined because after ‘’further investigation’’, it was found that the shoes were returned in a “used” condition, and that a return of all 3 pairs of shoes is not possible
When I asked for further proof of the condition of the shoes when they were sent out to me, he said he could not provide it.
When I explained that I received 1 box of shoes in a torn condition and that perhaps the handling of the shoes by your courier company resulted in the ‘’used condition look’’, he said that this is normal during transport, but that the quality of the shoes would not be compromised. This makes absolute no sense to me.
When I asked for proof of the shoes being in ‘’used condition’’ by me, he stated he could not provide any proof, written or photographic, but that they just didn’t pass your quality test. I told him I would not accept this because if I am to provide Myntra with proof of the product if it’s received damage, then I would expect Myntra to provide the same if they are taking my money and not allowing me to return unused shoes as per your company policy
When I even asked him to describe any damages, stains, missing labels, or evidence of being used for which your company has rejected the shoes, he said was not even able to describe the exact reasons for why my 3 returns were being rejected. I told him that in fact one pair of shoes is bright white, so it would be clearly visible if it was damaged, to which he confessed ‘’yes, it didn’t have any visible damages but it looked used’’.
What I still fail to understand is how did 3 pairs of shoes which I returned without even trying them on, get rejected at the same time. I also fail to understand that how did the torn box which was sent to me by Myntra fail to meet your quality standards before sending out the product to the customer.
I even told Mr. Kumar that if you could send me photos of the condition they were in when sent to me first, and I could then compare it with my photographs of how I received them and if they are different from each other with some evidence o[censored]sage, I would be willing to accept Myntra’s decision. But he said this is not possible due to ‘’company policy’’.
Therefore I can only conclude that Myntra is unable to sell these shoes, is sending out old stock (as evidence thorugh the torn box), and is then rejecting the return of the shoes so that Myntra can get rid of this stock. Basically, Myntra is taking my money under a very vague term of ‘’quality check’’ but without any proof at all even after a 4 day so-called investigation.
I did not accept Mr. Kumar’s solution, and asked him for further proof in writing or photographs, which he refused to give me, after which he disconnected the call without my consent.
I need this issue resolved immediately, because my next message will not be to you, but will be to our company lawyer for further action.
I have attached herein photos of the shoes and how they look upon me receiving them back from your team – all are still looking in perfect condition apart from one shoe which has a slight crease on the side which can only be caused by a manufacturing defect, as it cannot be caused by simply trying on the shoe. How this failed to pass your quality check I am not sure, but the customer cannot be expected to inspect each and every single inch of a shoe looking for the minutest of defects so as to report them to Myntra. This should have been the job of Myntra before sending these shoes out in the first place.
The boxes have of course taken on more wear and tear due to transport back and forth with this whole issue."
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