Urbanstree - Not received a desired product

I have this email to the company on **th Nov and didn't get any response yet. This email includes all the information-

"Here are the events, I want to highlight-



**th Oct- I ordered a Red Shagun Suit, order # US****

**th Oct- I called your customer care no. because I didn't receive the confirmation. I informed the agent that I have ordered this for Diwali, will I get it by then? Her exact words were " Ma'am, we will try our best to deliver the product before Diwali." Have a manufacturing unit for * brands, I am assuming that you guys know if you will be able to deliver the product on time or not. I didn’t see on your site that this Brand will take **-** Business days as it was not mentioned on the main page.

Diwali is a very big festival in India. On the humanitarian ground, if it was not possible to deliver it before Diwali at least your agent should tell me that we will not be able to deliver it before Diwali, but UrbanStree chooses money over emotions.

**th Oct- I called your customer care no. again to check the status and the agent told me that it was still in process and that we will going to dispatch it by the **st. I fought on the call because **rd was Sunday and Diwali was on **th and I was not seeing any hope to get my outfit before Diwali. I asked your agent to take extra money and ship the product early. She took ***/- for Express Shipping.

**nd Oct- I received the product but because of festivities I was not able to open it. I opened it on Diwali eve before pooja and it was too tight on my chest that I was not able to zip it. A question for you all- When you purchase any outfit online, how do you select the size? My thought process is that I purchased many outfits online and whatever size shows me BUST SIZE-**, I pick that one and it fits me without any issues. I did the same with UrbanStree, I ordered “XS” size because it was showing bust size **. Tell me where I am wrong if the product was too tight for me, I ordered it basis on my experience. Your agent told me that every brand has a different size chart, but I matched your size chart with Fab India and Westside- Vark, and the numbers were the same. Please tell me did I do something wrong? Or do you guys shop differently?

**th Oct- I raised my concern with your agent on WhatsApp and send an email with all the size chart screenshots and details but she kept saying that check the size chart on the website. I ordered this suit after checking the size on the website. I fought again over the call for my concern, and she told me that the “S” size will be fit for you, please dispatch the product to us and we will provide you with an EXCHANGE. Please mark this work as your agent repeatedly told me that she will provide me with EXCHANGE.

**th Oct- I dispatched the product and paid ***/- for the courier.

*th Nov- Your warehouse received the product, and your agent asked me again “What do you want in EXCHANGE?” I said “S” size.

**th Nov- I got the product in the evening around *:** and I opened it while the Delivery person was updating the delivery status. When I opened the product, I saw an open thread and a defect in the suit. I didn’t even open the entire package; it was showing from the top only. I send the pictures around *:** on your WhatsApp chat. I tried the product, and it was too bad in shape.

UrbanStree team didn’t provide me the EXCHANGE, they send me the same product after doing the ALTERATION. They opened the product from the upper Bust and leave the under-bust same. Now, the shape is too bad that I can’t even wear it to any function. Your agent told me that you ordered an “XS” size earlier and this is an “S” size, it will be bigger in size, but she is not able to understand that the “XS” size was too tight for me so “S” size should fit me or if not fit look normal. Now the suit shape is a boat shape.

And when I fought again over the call, your agent told me to send the product back which means bear the shipping amount again for what? Is it my mistake that I ordered a product from your site and got the worst experience?

Few questions for you-

*. What was my fault? I choose the same size; I use it on all the other websites.

*. The defects in the product, whose fault it is? and why should I pay for sending the product back because you think I scratch the thread or gold work in just * min?

*. Saying that UrbanStree will EXCHANGE the product and then ALTER the same one, please tell me the alteration charges. If I was aware of it or if your agent told me that we will ALTER the product but not EXCHANGE it, I would have decided my actions accordingly. I paid ***/- for dispatching and then ***/- at the time of delivery for what alteration?? Alteration can be done in my hometown in just ***-***/-.



I have attached all the chat screenshots with your agent, suits pictures. I am expecting some help here, I work very hard to earn this money and this was the most expensive suit I ordered. So far, I spend ****/- on this suit and I don’t know how much I have to spend more. I don't know if I will ever purchase anything online.

The suit is in very bad shape, please help!!"