u/Careful_Property_139

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I’m facing a frustrating issue with a recent purchase from Croma and wanted to check if anyone else has experienced something similar or can guide me.

I ordered a Blue Star 1.5 Ton Split AC from Croma online. I also paid ₹300 for standard delivery. The order was placed on 29 April 2026, and since then the status has been showing “Out for Delivery” - but the product has still not been delivered.

Here’s what’s happened so far:

• Order status: “Out for Delivery” since 29 April
• Multiple calls to customer care → they only raise service requests
• Current SR status: Assigned to BO/Store
• No callback from store or delivery team
• Customer care says they don’t have logistics details
• They claim “product is dispatched” but can’t provide any proof or tracking

I checked my invoice and found that the product is supposed to be delivered from Ahmedabad DC (warehouse in Bavla), not a retail store. So it looks like the issue is at the warehouse/logistics level.

The biggest issue is:

• No one knows where the product is
• No delivery scheduling
• No communication from backend/store
• Just repeated “we have escalated” responses

I’ve already:

• Sent escalation emails
• Called multiple times
• Waited for promised callbacks (none received)

At this point, it feels like:

• Either the product is stuck in warehouse dispatch
• Or there is a system mismatch (status updated but no real movement)

My concerns:

• Misleading status (“Out for Delivery” without actual delivery)
• Delay despite paid delivery charges
• Lack of accountability and communication

I would like to know:

1. Does this qualify as “deficiency in service” under consumer protection laws?
2. Should I proceed with National Consumer Helpline or directly file a case in Consumer Commission?
3. Can I claim compensation for delay and inconvenience?

Any legal guidance on the next steps would be appreciated.

Thanks in advance!