Lavanya the label - It was a prepaid order but package was never delivered

I, Kratika, placed an order with **Lavanya The Label** on ****th November ****** for a **Green Anarkali Embroidered Dupatta (Order ID: **********)** for the amount of **₹*,*****, including applicable taxes. Despite the standard delivery timeline promised by the brand, my order has faced significant and unexplained delays without clear communication regarding its status. On ****st December ******, without any prior confirmation or consent from my side, the brand **unilaterally cancelled my order** and issued a credit note, despite my clear refusal of such an option in earlier communications. Following this, I contacted their customer service multiple times via **phone and WhatsApp** on the same day and requested the reinstatement of my order, emphasizing that I did not want a credit note but only a firm commitment on delivery. Although their customer service verbally assured me that my order would be reinstated and shipped within *** working days**, no written confirmation was provided at that time. On ***rd January ******, I received an email from their representative confirming that the order had been reinstated and was under production, with a promise to ship the item within *** working days**. However, even as of ****th January ******, nearly *** days later**, the order status on their app continues to display "Cancelled." Despite multiple follow-ups, there has been no clear update on whether the order will indeed be shipped within the promised timeline. Moreover, calls to their provided contact numbers either remain unanswered or are shown as unavailable. This lack of clarity, poor customer service, and repeated delays have caused me significant inconvenience. I have made every possible effort to resolve the matter directly with the company, including calls, emails, and WhatsApp communication, yet I have been met with vague responses and no concrete resolution. Despite their acknowledgment of the issue, they have failed to provide a specific shipping date or update the order status, leaving me in uncertainty about whether the product will actually be delivered.

I even filed a complaint with the Consumer Forum, which sent two reminders. The brand never responded, and the case was closed after ** days. Based on this, I’ve lost both my money and peace of mind.