Return and refund from Ajio

[Sushma k acharya]

Website Name

www.ajio.com

Loss Amount

1498

Ratings

1.00 star(s)

Hi Team,

I had ordered two dresses on the AJIO app, which were delivered on 2nd March. Due to the poor quality of the material, I initiated a return on the same day.

However, the return process has been extremely frustrating. Despite my timely initiation, the delivery team never contacted me for pickup. On 3rd March, the return status was marked as “Return cancelled due to operational issues”, yet, at the same time, it also showed “Return pickup by 11th March” — which is contradictory.

I waited until 11th March, but there was no communication from AJIO or the delivery team. Since then, I have made multiple attempts to contact customer support. Each time, I am asked to wait 2 business days, which has now extended to over two months with no resolution. Calls are often disconnected without explanation, and when I call back, there are no records of the previous interaction. Even the so-called subject matter experts have no clarity on the issue, and I’m repeatedly told that no manager is available.

This has caused significant inconvenience and a complete lack of trust in the service. Below are the details of the order and multiple complaints I’ve raised:

• Order ID: FN2052606389
• Return ID 1: RT175788453
• Return ID 2: RT179847496

Complaint IDs:

• COM00089728754 (Raised on 4/5/2025)
• COM00089124686 (Raised on 25/4/2025)
• COM00088241543 (Raised on 7/4/2025)
• COM00087803434 (Raised on 29/3/2025)

I have also sent multiple emails, but the responses have been vague and unhelpful.

After exhausting all available channels without resolution, I am raising this concern here as a last resort. I request your urgent intervention to ensure my return is processed and refunded promptly.
Looking forward to a swift and satisfactory resolution

 

[TeamMember]

Hello @Sushma k acharya

I'm sorry to hear about the difficulties you've faced with your return and refund process on AJIO. Based on your experience and AJIO's stated policies, here's a comprehensive guide to help you navigate the situation and seek resolution:

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Summary of Your Experience​

• Order ID: FN2052606389
• Return IDs: RT175788453, RT179847496
• Complaint IDs: COM00089728754, COM00089124686, COM00088241543, COM00087803434
• Issue: Despite initiating a return on March 2, 2025, for two dresses due to poor quality, the pickup was never completed. The return status showed conflicting information, and multiple follow-ups with customer support have not yielded a resolution.

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AJIO's Return & Refund Policy Highlights​

• Return Eligibility: Products can be returned if they are damaged, defective, of bad quality, or if you're dissatisfied due to size, fit, or color issues.
• Return Window: Returns must be initiated within 30 days of delivery.
• Refund Timeline: AJIO aims to initiate refunds within 2 business days after receiving the return request. The actual credit to your account may take additional time, depending on your bank's processing time.
• Refund Method: Refunds are typically processed to the original payment method or credited to the AJIO Wallet, based on your preference.

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Recommended Actions​

1. Contact AJIO Customer Support:
   • Email: customercare@ajio.com
   • Phone: 1800-889-9991
   • Provide your Order ID, Return IDs, and Complaint IDs. Request a clear timeline for resolution.
     
2. File a Complaint with the National Consumer Helpline (NCH):
   • Visit the NCH website to lodge your complaint.
   • Provide all relevant details and supporting documents.
     
3. Send a Formal Legal Notice:
   • Draft a legal notice detailing the issue, Ajio's inadequate response, and your demand for resolution.
   • This can be done through a lawyer or by contacting our team that offer legal notice services.
   • Note: Always send notice via Registered Post only.
     
4. File a Complaint with the Consumer Forum:
   • If there's no satisfactory response, lodge a complaint with the appropriate Consumer Disputes Redressal Commission.
   • You can file the complaint online via the e-jagriti Platform: Ministry of Consumer Affairs, Food, and Public Distribution, Government of India claiming:
     • Refund Amount - ₹ 1498/-.
     • Compensation for mental agony and financial loss - ₹ 50000/-.
     • Litigation charges - ₹ 5000/-

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Additional Tips​

• Document All Communications: Keep records of all interactions with AJIO, including emails, chat transcripts, and call logs.
• Monitor Your Bank Account: Ensure that no unauthorized deductions occur from your account.
• Stay Informed: Regularly check for updates on your complaint status and follow up as needed.

If you need assistance drafting a complaint or require further guidance, feel free to ask.