FrustratedTiredHarassed
New member
- Seller Name
- Swtantra Retail Private limited
- Company Name
- Nykaa
- Product Name
- Pink Ombre Embellished Knitted Saree with Unstitched Blouse
- Customer Care Number
- 18002663333
- Loss Amount
- 6799
- Ratings
Subject: Formal Complaint Against Nykaa and Delhivery – Failure to Process Accepted Return, False Delivery Updates & Unreasonable Harassment
I, Prakriti Gandhi, am writing to formally raise a serious complaint against Nykaa and its delivery partner, Delhivery, regarding the unacceptable handling of my return request and the repeated false updates provided by the delivery partner.
I placed an order with Nykaa for a saree worth ₹6,799, which is not an insignificant amount for me. Unfortunately, the product I received was substantially different from what was represented online. The colour was visibly different, sequins were coming off, and the overall quality appeared to be considerably inferior to the product displayed on Nykaa’s platform.
I therefore initiated a return the very next day, which was duly accepted by Nykaa.
What should have been a straightforward return has now turned into an almost 20-day ordeal.
1. Repeated false return pick up attempts:
The most concerning part of this entire experience has been the conduct of Nykaa’s delivery partner, Delhivery.
On multiple occasions, the shipment tracking has been updated with statements such as “Customer not available” or equivalent failed-attempt remarks.
This is categorically false.
I am a homemaker and am at home throughout the day. I also live in a gated residential community with security and CCTV surveillance. I have checked with the society security personnel and reviewed the circumstances surrounding the alleged delivery attempts. No genuine attempt was made to collect the package.
More importantly, I received no call, message, or meaningful communication from the delivery agent before or during these supposed attempts.
It is extremely disturbing that a delivery partner can simply mark a customer as unavailable when no actual attempt has been made. Such false tracking updates effectively shift the responsibility for the failed pickup onto the customer.
2. An endless cycle of scripted responses:
I have contacted Nykaa repeatedly through email, customer care calls, and chat support.
Unfortunately, instead of resolving the issue, I have been caught in an endless loop:
Nykaa reschedules the pickup → Delhivery marks a false failed attempt → I contact Nykaa → I receive a standard/template response → pickup is rescheduled again → the same thing happens again.
The pickup agents have provided misleading information regarding the attempted pickups, while Nykaa’s customer-service representatives have continued to provide essentially the same generic responses without addressing the underlying problem.
At this point, repeatedly “rescheduling the pickup” is not a resolution. It is simply repeating the same failed process while expecting the customer to absorb the inconvenience.
The unreasonable burden placed on me
I gave birth only a couple of months ago, and my time and energy are understandably limited.
Despite this, I have been forced to spend approximately two hours a day following up with Nykaa and Delhivery, checking tracking updates, contacting customer support, explaining the same situation repeatedly, and waiting for pickup attempts that either do not happen or are falsely recorded as failed.
This has gone far beyond an inconvenience.
It has been mentally exhausting, frustrating, and an entirely unreasonable burden to place on a customer who has already followed the return process correctly and whose return was accepted by Nykaa.
I purchased a product in good faith, received a product that did not meet reasonable expectations based on its online representation, initiated a return promptly, and complied with the process. I should not have to spend weeks fighting to obtain a refund for a return that Nykaa itself has already accepted.
What I expect from Nykaa
I am therefore formally requesting the following:
1. Immediate pickup of the returned product, without any further delay or false “customer unavailable” status.
2. Immediate processing of my refund of ₹6,799, in accordance with Nykaa’s applicable return/refund policy.
3. A written explanation for the repeated false delivery/pickup attempts recorded by Delhivery.
4. An investigation into the conduct of the concerned Delhivery delivery personnel and appropriate corrective action.
5. An explanation as to why, despite my repeated complaints through multiple customer-service channels, Nykaa has failed to resolve this matter for nearly 20 days.
6. Confirmation that I will not be held responsible for any further delay caused by Nykaa or its logistics partner.
7. Appropriate consideration of the significant time, inconvenience, and mental distress caused by this prolonged and avoidable ordeal.
I also request that this complaint be escalated to a senior grievance-resolution team rather than being responded to with another standard template or another routine pickup rescheduling.
I have been more than patient. The issue is no longer simply about returning a ₹6,799 saree. It is about the complete failure of Nykaa and its logistics partner to honour an accepted return and the repeated recording of information that, based on the circumstances available to me, is demonstrably untrue.
I expect Nykaa to take ownership of this matter and provide a concrete resolution, not another automated response or rescheduled pickup date.
If this matter is not resolved promptly, I reserve the right to escalate the complaint through the appropriate consumer grievance and dispute-resolution mechanisms, along with the relevant records of my communications, tracking history, and evidence relating to the alleged delivery attempts.
I hope Nykaa will recognise the seriousness of this complaint and resolve it without requiring me to spend yet another week pursuing something that should have been completed within days.
Regards,
Prakriti Gandhi
I, Prakriti Gandhi, am writing to formally raise a serious complaint against Nykaa and its delivery partner, Delhivery, regarding the unacceptable handling of my return request and the repeated false updates provided by the delivery partner.
I placed an order with Nykaa for a saree worth ₹6,799, which is not an insignificant amount for me. Unfortunately, the product I received was substantially different from what was represented online. The colour was visibly different, sequins were coming off, and the overall quality appeared to be considerably inferior to the product displayed on Nykaa’s platform.
I therefore initiated a return the very next day, which was duly accepted by Nykaa.
What should have been a straightforward return has now turned into an almost 20-day ordeal.
1. Repeated false return pick up attempts:
The most concerning part of this entire experience has been the conduct of Nykaa’s delivery partner, Delhivery.
On multiple occasions, the shipment tracking has been updated with statements such as “Customer not available” or equivalent failed-attempt remarks.
This is categorically false.
I am a homemaker and am at home throughout the day. I also live in a gated residential community with security and CCTV surveillance. I have checked with the society security personnel and reviewed the circumstances surrounding the alleged delivery attempts. No genuine attempt was made to collect the package.
More importantly, I received no call, message, or meaningful communication from the delivery agent before or during these supposed attempts.
It is extremely disturbing that a delivery partner can simply mark a customer as unavailable when no actual attempt has been made. Such false tracking updates effectively shift the responsibility for the failed pickup onto the customer.
2. An endless cycle of scripted responses:
I have contacted Nykaa repeatedly through email, customer care calls, and chat support.
Unfortunately, instead of resolving the issue, I have been caught in an endless loop:
Nykaa reschedules the pickup → Delhivery marks a false failed attempt → I contact Nykaa → I receive a standard/template response → pickup is rescheduled again → the same thing happens again.
The pickup agents have provided misleading information regarding the attempted pickups, while Nykaa’s customer-service representatives have continued to provide essentially the same generic responses without addressing the underlying problem.
At this point, repeatedly “rescheduling the pickup” is not a resolution. It is simply repeating the same failed process while expecting the customer to absorb the inconvenience.
The unreasonable burden placed on me
I gave birth only a couple of months ago, and my time and energy are understandably limited.
Despite this, I have been forced to spend approximately two hours a day following up with Nykaa and Delhivery, checking tracking updates, contacting customer support, explaining the same situation repeatedly, and waiting for pickup attempts that either do not happen or are falsely recorded as failed.
This has gone far beyond an inconvenience.
It has been mentally exhausting, frustrating, and an entirely unreasonable burden to place on a customer who has already followed the return process correctly and whose return was accepted by Nykaa.
I purchased a product in good faith, received a product that did not meet reasonable expectations based on its online representation, initiated a return promptly, and complied with the process. I should not have to spend weeks fighting to obtain a refund for a return that Nykaa itself has already accepted.
What I expect from Nykaa
I am therefore formally requesting the following:
1. Immediate pickup of the returned product, without any further delay or false “customer unavailable” status.
2. Immediate processing of my refund of ₹6,799, in accordance with Nykaa’s applicable return/refund policy.
3. A written explanation for the repeated false delivery/pickup attempts recorded by Delhivery.
4. An investigation into the conduct of the concerned Delhivery delivery personnel and appropriate corrective action.
5. An explanation as to why, despite my repeated complaints through multiple customer-service channels, Nykaa has failed to resolve this matter for nearly 20 days.
6. Confirmation that I will not be held responsible for any further delay caused by Nykaa or its logistics partner.
7. Appropriate consideration of the significant time, inconvenience, and mental distress caused by this prolonged and avoidable ordeal.
I also request that this complaint be escalated to a senior grievance-resolution team rather than being responded to with another standard template or another routine pickup rescheduling.
I have been more than patient. The issue is no longer simply about returning a ₹6,799 saree. It is about the complete failure of Nykaa and its logistics partner to honour an accepted return and the repeated recording of information that, based on the circumstances available to me, is demonstrably untrue.
I expect Nykaa to take ownership of this matter and provide a concrete resolution, not another automated response or rescheduled pickup date.
If this matter is not resolved promptly, I reserve the right to escalate the complaint through the appropriate consumer grievance and dispute-resolution mechanisms, along with the relevant records of my communications, tracking history, and evidence relating to the alleged delivery attempts.
I hope Nykaa will recognise the seriousness of this complaint and resolve it without requiring me to spend yet another week pursuing something that should have been completed within days.
Regards,
Prakriti Gandhi