In Review Ref: CK-2026-58D480

🏢 Max fashion 📁 E-Commerce (Online Shopping) 📦 Ka ching women embroidered T-shirt

Around the 23rd or 24th, I visited the Max store at City Centre Rohini. There, the salesperson informed me that if I purchased the products online through the Max app, I would get a ₹500 discount. They helped me select the articles and provided a barcode, through which the same products were ordered on the app. I purchased a total of four products—three T-shirts and one pair of pants. Two of the T-shirts were priced at ₹400 each, and there was a ₹100 discount when both T-shirts were purchased together as a combo. I also received a ₹500 discount on my total purchase under the applicable offer. The products were delivered in separate parcels. First, I received one T-shirt, which was part of the combo. Three to four days later, I received another parcel containing two articles: the remaining T-shirt, which was not part of the combo, and the pair of pants. The delivery was also unnecessarily delayed. For two or three consecutive days, I would receive a message in the morning saying that my order would be delivered that day. However, by evening, without any call or prior information, I would receive another message saying that my product could not be delivered and would be delivered the next day. The message also stated that I had refused to accept the delivery, which is completely untrue. I never refused the delivery at any point. On the same day that I received the second parcel, I immediately checked the Max app to verify the status of my order. To my surprise, the app showed that all four products had been delivered, whereas I had actually received only three products. The fourth T-shirt was clearly missing from my delivery. I therefore contacted customer care on 1 September and registered a complaint regarding the missing T-shirt. I was told that I would have to wait for 7–14 days while the matter was investigated. I called again the next day, and I was given the same response. They also took my email ID, but I never received any confirmation email, complaint number, reference number, or any proper acknowledgment regarding my registered complaint. I decided to wait as instructed. After four or five days, I contacted customer care again. Today, I received a message stating that a refund of ₹297 was being processed for the missing T-shirt. This is completely unacceptable for several reasons. First, the two T-shirts were originally priced at ₹400 each, and because they were purchased together, I received a ₹100 combo discount. Therefore, the effective price of each T-shirt was approximately ₹350. However, I am now being offered a refund of only ₹297, and nobody has properly explained how this amount has been calculated. Second, nobody asked me whether I wanted a refund. I do not want a refund. I want the product that I purchased and paid for. If I purchase the same T-shirt again now, I will have to pay the full price of ₹400. If I purchase it online, I may also have to pay an additional ₹149 because the order value would be below the applicable threshold. This means I would have to spend significantly more money to purchase the same product again, even though the mistake is not mine. The product was missing from my parcel, while your system incorrectly marked all four products as delivered. Why should I bear the financial loss because of an error on your side? When I contacted customer care, I was also told that there is no facility or service through which the missing product can be sent to me and that I can only receive a refund. I fail to understand why this is the case. If the product was not packed or delivered due to an error at your end, there should be proper accountability. You should be able to verify the packing records, dispatch records, delivery records, CCTV footage, warehouse records, or any other relevant information to determine what happened to the missing product. I did not refuse the delivery, and I did not receive the fourth product. Yet your app shows that all four products were delivered. This clearly requires a proper investigation. I also want to know why a refund is being processed without even asking me what resolution I want. I am not asking for a refund. I am asking for the product I purchased. If I had purchased the products directly from the store, I would have had to purchase two T-shirts together to avail the ₹100 combo discount. Therefore, simply refunding ₹297 does not put me in the same position I was in when I made the original purchase. I will suffer a financial loss despite having done everything correctly. I therefore request you to: 1. Investigate the missing T-shirt and the incorrect delivery status immediately. 2. Check the packing, dispatch, delivery, warehouse, and CCTV records, wherever applicable. 3. Provide me with the missing T-shirt at the same effective price at which I originally purchased it, without asking me to pay any additional amount. 4. Explain why the app shows all four products as delivered when I received only three. 5. Explain how the refund amount of ₹297 has been calculated. 6. Do not process a refund without my consent, as I do not want a refund; I want my product. 7. Provide me with a proper complaint/reference number and written confirmation of the resolution. I expect Max to take responsibility for this issue and provide a fair resolution. I should not be made to suffer financially because of a packing, dispatch, delivery, or system error on the company’s side. Please treat this matter seriously and resolve it at the earliest.

Prior Contact with Brand: Yes - response was unsatisfactory

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