RELIANCE DIGITAL - Damaged product replacement not received

My name is Abhishek Tyagi.

I am compelled to write this final escalation email due to the extremely disappointing, negligent and unacceptable handling of my complaint by Reliance Digital.

I placed an online order for two Voltas air conditioners on ** May. Both ACs were delivered to my address on ** May. During installation, the engineer successfully installed one AC. However, when the second AC carton was opened in the engineer’s presence, it was found to be physically damaged and broken.

The engineer immediately raised the complaint, uploaded photographs and video evidence of the damaged product, and formally reported the issue on the spot. Therefore, there is absolutely no dispute or ambiguity regarding the condition of the product delivered to me.

Despite this being an out-of-box damaged product and despite full evidence already being submitted, I have neither received replacement nor refund till date.

I have already paid the complete amount for both air conditioners, yet Reliance Digital has failed to deliver a usable product or provide any meaningful resolution. Instead of solving the problem, your customer support team continues to repeat the same scripted statement that resolution will be provided within "** hours."

I would like to ask a simple question — when exactly do these ** hours end?

Every call results in false assurances and repeated commitments without any action. This conduct is highly irresponsible and reflects complete disregard towards a paying customer.

It is shocking and unacceptable that a company of Reliance Digital’s size and reputation can collect full payment from customers and then leave them struggling for replacement of a damaged product during peak summer conditions.

I am facing severe inconvenience and unnecessary mental harassment because of your delay and failure to fulfil your obligation.

This email should be treated as my FINAL ESCALATION and FORMAL NOTICE.

I demand immediate replacement of the damaged Voltas air conditioner no later than tomorrow, without any further excuses, delays or repetitive assurances.

If this matter is not resolved immediately, I will be constrained to initiate formal proceedings before the Consumer Forum / E-Daakhil and pursue complaint proceedings for deficiency in service, unfair business practice, financial loss and mental harassment caused due to your negligence.

I expect senior management to intervene immediately and provide written confirmation along with replacement status without any further delay.

This issue has already consumed enough time and patience.

Regards,
Abhishek Tyagi

Damaged Voltas AC, Non-Replacement Despite Full Payment and Continuous Harassment // Complaint no: ************ // Order no: RD*A*BED*F*ED***C*** //