- Replacement refund not initiated for the incorrect Item received from Tata Cliq ^Open

Najib Khan filed this complaint against Tata Cliq on Jul 18, 2022

On July *, ****, I paid in advance for a pair of Sony Over-Ear Bluetooth Headphones with Mic (WH-****XM*, Black) with a *-day easy return policy (even damaged or wrong items). On July *th, **, a Blue Dart executive delivered the item (without requesting an OTP or asking to confirm the item at the time of delivery). Item was packaged in a chroma-labeled polybag that was sparsely packed. After the package had been delivered for * minutes, I sanitized it and opened it. I was astonished to discover a boat headset inside the package when I opened it, so I checked the Tata Cliq website to make sure I hadn't accidentally ordered something else. When I looked through my order history, I discovered that I had previously ordered the Sony WH-****XM* headset, but the item I really received was from a boat company and cost between $*,*** and $*,***. I did not open the parcel; instead, I contacted customer service right away, and they requested that I email them the product's photographs. I sent the photographs to the customer service staff and made a refund request using the order history. They told me that since the item was delivered in error, it is covered by the return policy, and a member of Cliq would contact me within a day. After waiting for two days for a call, I sent them an email without hearing back. When I called, the representative informed me that this product could not be approved and that they had no reason to explain why. When I asked to talk to a supervisor, I was informed that no supervisors were now available and that I would receive a call from one when one became available. The Cliq supervisor called me and informed me that this device cannot be returned because it was supplied in error. They acknowledge that I received an incorrect product, but they are powerless to do anything about it; the matter will now be closed.
I requested that they leave the case open and give the escalation email. I was given the CS management team's email address and instructed to send them an email outlining my complaint. I sent the Tata Cliq CS management team the email listed below.
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All,

I'm on the phone with Sana, the same associate I spoke with earlier. She tells me that her superior (who she does not name) has informed her that we cannot accept this return request and that she does not have the authority to transfer the call to or even the supervisor. She even forced me to give my consent for ticket closure, which I refused to do unless my issue was resolved and this product was returned.

It's surprising to see how Tata Cliq handles customer complaints. I've heard these scam stories about Snapdeal and Flipkart where you buy a phone or another product and receive something else, but I'm really frustrated and angry about what's happening with Tata Cliq.

CS Management: I'm bringing this to your attention and action. This product has been delivered to me for more than a week now. I checked the product when it was delivered and immediately reported that a false product was sent. I gave your team all of the necessary information, but they say this return cannot be approved. Please keep in mind that this was an incorrect product that I received from Cliq, and I will not accept this kind of response. If this product is not returned immediately, I will be forced to pursue legal action and raise awareness among social communities to avoid using Tata Cliq for any electronic purchases, based on my experience.
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After two days with no answer from the CS management team, I received a phone call at *:** PM (after business hours) from a CS management team member who gave me the same information: they had denied my refund request and were powerless to take any more action in light of their policy.

I posted my review (based on my experience) on the product page to alert customers, but they rejected it, saying it didn't follow the review rules. I used social media (Twitter) to get in touch with them and sent multiple inquiries, but their team always responded the same way.
While this was going on, they cunningly altered their product description to indicate that there was a * day easy return policy and caused the product to sell out.

I spent **,*** on this purchase, and at this moment I am absolutely helpless and searching for assistance.

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