AJIO - AJIO Not Refunding Even After Successful Return Pickup Product Stuck with Courier Partner

Complaint Summary:

I had initiated a return for my AJIO order RT********* (Order ID: FN**********) in April ****. The product pickup was first scheduled for **th April, then rescheduled by AJIO to **th April. On **th April around **:** PM, the product was successfully picked up by their courier partner Ecom Express (executive named Deepak, contact: **********).

To my shock, on **th April, I received an SMS from AJIO stating that the pickup was unsuccessful due to "quality issues" — even though the product was no longer in my possession. If there was a quality issue, it should have been raised at the time of pickup, not the next day.

I raised a complaint via phone on **th April. AJIO kept delaying the matter, first asking me to wait until **th April, then extending it to *th May. After that, I sent multiple emails on:

*nd May

*th May

*th May

**th May

**th May

**nd May

**rd May

**th May

Despite continuous follow-up, I received no resolution — only copy-paste responses asking me to “check if the product is still with me,” which is clearly not the case.

Later, I personally contacted the courier hub (Ecom Express, Masjid Courier Center, Mazgoan) and spoke with Manager. He confirmed that:

The product is still lying at their courier center.

Due to staff shortage and access restrictions at AJIO’s delivery point (Palladium Mall, Lower Parel), the return was not delivered to AJIO's warehouse.

They also shared a photo of the returned item, proving the product is still with them.

Despite this clear evidence and multiple escalations, AJIO has failed to process my refund. I do not have the product — AJIO’s own courier partner has it.

Relief Sought:

I request AJIO to immediately:

Coordinate with their courier partner and retrieve the returned item.

Process and credit my full refund without further delay.

Offer an apology and take accountability for the mental stress and waste of time caused by their mishandling.