Complaint regarding damaged Zebronics Zeb-Juke Bar from Jiomart

I purchased a device i.e. Zebronics Zeb-Juke Bar 9800DWS Pro on 31st July, from Jiomart using their website, they delivered the product on 02/08/2022. When I opened the box, I found dents on all over the subwoofer and accessories like remote, HDMI and other cables and wall mounting related things were also missing, as per the product details and advertisement displayed on jiomart’s website these things should be there.

Hence, I tried to register a complaint using jiomart’s app as well as through the website but none of these was working properly as not responding on touching the submit button. Then I called their customer care on 18008901222 and reported the issue on 3rd August 2022, but they told me that the product delivery status has not been updated so delivery has not been marked yet and told me to wait till the evening. But the situation remained unchanged till the next 10 days, and daily they repeated their only answer by telling me to wait for the next 48 hours. Although on their website, they were extending their expected delivery date on a daily basis by changing the date to the next day.

Later on, 12th August 2022 I found that they updated the delivery status on their website by marking the order as delivered on 11th August 2022 at 08:01PM. Hence, I requested for product return dated 12/08/2022 at 09:33AM. But till now again they are doing the same as they were doing previously. I have registered complaints regarding the same by contacting the jiomart customer care, but they didn’t resolve them yet and I can’t even see any details on their website or mobile app related to these complaints, it still says not any issue has been registered yet and whenever I’m trying to register one by myself it’s still not responding touch input on submit button. And till now they have made only promises and commitments regarding the return pickup and refund processing, which they never fulfilled.  As neither they came for product pickup nor they said anything clearly to me yet, and whenever I am calling them, they are simply trying to mislead me by assigning any random timeline but they’re actually seeming not serious about my concern and they are simply wasting my time. As after lapsing one timeline, they simply calling me to just say, that they need some more time to resolve the issue and immediately disconnecting the call before listening me or answering my query and drops a mail just after that, saying- ” As per telephonic conversation we need some more time to resolve the issue”. And every time by doing this they extend the timeline for the next 48 hours. I have written nearly 100 emails on their ids- cs@jiomart.com and cshead@jiomart.com, but they sent the exact same reply like copy-paste- “As per telephonic conversation we need some more time to resolve the issue”.

I even registered a few complaints with the National Consumer Helpline too in this regard. But after all my efforts they haven’t processed the return of the product and my refund till now. I had used my brother’s credit card to make the payment for this order and since they had not refunded the money till now even after more than 20 days, even when they have a 7 days return policy clearly mentioned on their website, consequently I will have to pay the interest now on that amount which will be an unnecessary burden on me in this tough time.

Because of all these incidents I’m very much frustrated and upset, as even after paying them such a big amount I got nothing but anxiety. After allowing them adequate time to solve the issue they are only changing and extending their timeline each day, and wasting my time on unnecessary calls and writing emails to them.

It’s my humble request to the authorities concerned to do the needful so that this huge problem can be solved as it is getting bigger and much more unbearable for me with each passing day. I am attaching here the relevant documents for reference.

Shivani
Kolkata 700075, West Bengal
Email: rxxxxxxxxxxx2@gmail.com