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MouthShut Score

56%
2.84 

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Poor Customer Service & Return Policy
25 days ago 5618 Views

Customer Service:

Product Quality:

Delivery Timeliness:

App & Websites:

Reliability:

I have been a loyal customer of Myntra for many years now but it appears they don’t need loyal customers anymore! Their customer support sucks and I feel their customer support team is just a bunch of some dumb people who don’t know how to resolve the problem and are only trained for passing days/weeks by involving you into one process of the other.


The first time I faced problems, I ignored it thinking that it was a one-off problem. I was so happy with Myntra at that time I just ignored the issue I had.


The second time I faced problems I raised it to their customer support team but, to my surprise, I found out that their customer support team is so dumb and have no control over the orders their customer place. I have ordered around 25-30 products but their delivery system had a glitch and some products were showing up “on the way” even though they were received at my end and due to this reason I was not able to initiate returns for some of the products I wanted to return. It took me 8 long phone calls, 12 email interactions and 15 days overall to get them to mark those products as “received” even though the mistake was in their system and it was no fault at my end. All this was so delayed since every customer support member from their end just asked me to re-iterate the problem again and no one wanted to look into the history of the case to understand the problem and try to resolve it. I had to explain the problem to at least 8 different people from scratch to get things resolved. I also asked them if they have a customer grievance team who can hear out customers who are not happy with their support and no one bothered to reply to me. I filled out their surveys & feedback form with details on my experience and no one tried to contact me to look into the bad experience I had. Poor Service Myntra! Never expected this from you! (Attached is the detailed email thread of my interaction with Myntra on this)


After the second experience above, I decided that I shall not buy anymore from Myntra but my money was in Myntra Credit which they don’t allow to return to a bank so I had no option but to consume that credit by buying more products from them to completely exhaust my Myntra credit.


So, I have bought some more products and then I was again faced with poor experience for the third time! This time it was beyond what I could digest and hence I am now trying to go online and share my experience with other online shoppers. I ordered a pack of 2 cotton lowers but the package which was delivered only had 1 item! I initiated the return citing the reason as “partial delivery” but the pickup agent refused to take the return and asked me to call customer support. So, I called the customer support and explain the case on which I was informed that they can’t accept this since I did not raise the return request in 2 days! I explained to them that the product was delivered at home to my servant when I was away from home and I actually opened the box 4-5 days after I returned but they were not willing to believe me. I tried to explain to them that I have been buying from Myntra since the last 2-3 years and must have placed at least 50-80 orders and never such an issue happened but they did not trust me and kept saying that I should have contacted their customer support in 2 days. So, I told the lady that this would be the last time I bought from Myntra and as usual, no one was bothered.


I feel that I was responsible to inform them in 2 days and 30 days was not the time allowed for returns, then should mentioned “2 day return policy” instead of 30 days returns OR they should mention 30 days return and then add a to highlight that in case of damaged good it would be 2 days. Further, in such cases, the products should only be delivered to the person who ordered since otherwise how can someone check the product if he is away and the product is not close to him/her.


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