Repeated Failure to Deliver Order Despite Multiple Assurances, Incorrect Complaint Closure and Deficiency in Service

[NagasubramaniamG]

Seller Name

JioMart

Company Name

Reliance Retail Limited (JioMart)

Product Name

Clay Plus Ceramic Floor Mounted Western Toilet Commode with Flush Tank (White)

Website Name

www.jiomart.com

Customer Care Number

1800 890 1222

Loss Amount

7900

Ratings

1.00 star(s)

Opposite Party Address

Reliance Retail Limited (JioMart), 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400002, Maharashtra, India.

I am filing this complaint against JioMart regarding my prepaid order (Order ID: JM6A5CDFB501413A91C2) for a Clay Plus Ceramic Floor Mounted Western Toilet with Flush Tank worth Rs. 3,545.


I placed the order on 19 July 2026 after making full payment through UPI. The Delhivery tracking initially showed an expected delivery date of 28 July 2026, and JioMart subsequently committed to delivery on 31 July 2026. Despite these commitments, the order has still not been delivered.


Between 31 July and 2 August, I contacted JioMart customer care multiple times. On every occasion, I was assured that the order would definitely be delivered on the same day. However, each commitment was missed without any proactive communication.


Since I was receiving no concrete information, I personally travelled to the Delhivery Sriperumbudur delivery hub on two separate occasions.


On 1 August, I met Lavanya, who checked the shipment and assured me that it would be delivered on the morning of 2 August.


When the shipment was still not delivered, I again visited the hub on 2 August and met Viswa. He personally assured me that the shipment would be delivered before 8:00 AM and even provided his contact number. Based on his assurance, I waited for the delivery. However, the shipment was not delivered, and he subsequently stopped responding to my calls.


My complaint was later escalated to Senior Executive Shivam at JioMart. During a 37-minute call, he repeatedly stated that the order would be delivered "as soon as possible" but refused to provide any estimated delivery date or time. Despite repeated requests, I received no definite resolution.


I also received an email from JioMart stating that my complaint had been resolved, even though my order had not been delivered. Later, I received another email stating that my complaint was still under process under a different ticket. These contradictory communications indicate that my complaint was marked as resolved without any actual resolution.


Due to these repeated assurances, I made two unnecessary trips to the Sriperumbudur delivery hub, resulting in approximately Rs. 400 in petrol expenses. I also spent more than six hours travelling, waiting, making calls, and following up on this issue.


I am currently preparing for employment opportunities while simultaneously attending a professional course. The repeated follow-ups and uncertainty have significantly affected my study schedule and valuable time.


JioMart repeatedly committed delivery on specific dates through its customer support representatives. These commitments were not fulfilled, no definite delivery timeline was provided after escalation, and my complaint was marked as resolved despite the order remaining undelivered


I request an appropriate resolution, including immediate delivery of my order if it is still pending, reimbursement of my travel expenses, reasonable compensation for the inconvenience and loss of time caused by the repeated missed delivery commitments, and a written explanation for the handling of my complaint.

 

[NagasubramaniamG]

Update After Delivery


I would like to provide an update to my complaint following the eventual delivery of my order.


The order was committed for delivery on 31 July 2026 but was finally delivered on 3 August 2026 at approximately 10:40 PM, after I repeatedly followed up and escalated the matter with the local Delhivery/JioMart hub at Chrompet. I had already waited considerably beyond the committed delivery date and therefore insisted that the package be delivered the same day rather than being postponed further.


However, after opening the package, I discovered that the Western toilet delivered is a different model/design from the specific model I ordered.


I had ordered the Clay Plus CERAMIC Floor Mounted Western Toilet Commode With Flush Tank (White) through JioMart. The product delivered is also a Western type toilet, but it is a different model/design from the product that I specifically selected and ordered. I did not receive any prior communication or provide my consent for this substitution.


I am disappointed with this outcome, especially after the prolonged delivery delay and repeated assurances that I would receive my order on specific dates.


I have a 6 minute 55 second unboxing video, approximately 200 MB, recorded while opening the package and showing the product received. I have preserved the original video and can provide it as evidence if required.


At present, I am willing to retain the delivered product because a toilet is an essential requirement and, after waiting for such a long period, I do not have a practical choice to remain without a toilet while going through another return and replacement process.


However, retaining the product for this practical reason should not be considered acceptance that the delivered model is the same as the model I ordered. I am recording the discrepancy because the specific model I purchased was not the model ultimately delivered.


I have also raised this new issue directly with JioMart's Grievance Officer under a new grievance ticket 787131480736 and have received an acknowledgment confirming that the complaint has reached the Grievance Officer's desk.


Therefore, the current position is:

1. The order was committed for delivery on 31 July 2026 but was delivered only on 3 August 2026 at approximately 10:40 PM.
2. Multiple delivery commitments made by JioMart and the logistics partner were not fulfilled.
3. I incurred approximately ₹400 in travel/petrol expenses and lost significant time following up on the delayed delivery.
4. The product ultimately delivered is a different model from the model I ordered.
5. I am retaining the product for the time being only because of my immediate requirement and not because I consider the delivered model to be the same product I ordered.
6. JioMart has now been formally notified of the product mismatch under Ticket No. 787131480736.

I request that this update be added to my existing complaint and that the product mismatch and the earlier delivery and service issues be considered together when assessing an appropriate resolution and compensation.