Deckup Furniture - Not ready to accept a return

I ordered a shoe rack from Deckup Furniture dated **th Aug, which eventually got delivered on **nd Aug. This was a gift for my ** year old mother who lives alone in Delhi. At the time of delivery, she realized that the item is too heavy and big in size. She requested if this can be returned to the Company.

I immediately got in touch with DekcUp customer care. After reading their policy they they only provide ** day replacement. It was a request that if they can consider return in this unique instance, and I am happy to bear the cost of postage and handling.


Right from day *, their customer services team kept the stance that they can't provide return, but when I insisted and pushed to take social channel route, they came back and stated to wait for ** hours as they are checking internally. When I didn't receive an update, I chased again to which they said they can't help with return as their replacement policy is only ** days. It appears that their staff is one of those which can copy paste bookish answers from documents and can't handle customer queries.

In western countries, buyers are protected with ** day return or many a cases ** day return, while keeping a check on any frauds so they retailers and ecommerce companies are not at a loss. In India, while we want to become a consumer focussed country, but because of lack of any governing laws, it is down to whims and fancies of such mushrooming start-ups who don't care about customer. How would we compete with brands like Amazon if such is the state of affairs?

Through this channel, I want to raise the voice and whistleblow agsinst such companies so that they can be brought to the light and consumers think twice before buying from such digital commerce companies who don't keep customer to centre.