Returning a wrong product has become a nightmare
(I used chatgpt to summarize my issues and sent a complaint to greivance email of Myntra)
TLDR: Received wrong product, couldn't exchange or return it, customer service kept redirecting to automated messages until I finally reached an agent, who was also useless. 6 complaints raised and no resolution but keeps getting marked as resolved.
Issue Summary:
I received a dress that did not match the brand mentioned in my order.
The ordered brand was “DMPRSN”, however the delivered product carried an “Anouk” tag.
The same/similar dress appears to be listed on Myntra under multiple brands, which likely caused this mix-up.
Since the size was small, I initially placed an exchange request. However, the exchange process turned into an extremely frustrating experience:
The exchange was attempted after a delay of approximately 7 days.
The delivery executive refused the exchange because the product tag did not match the brand mentioned in the order.
I requested customer support multiple times to simply cancel the exchange and convert it into a return request. Despite repeated assurances, this basic request was not actioned properly.
Instead, exchange deliveries kept getting re-attempted unnecessarily.
I was also unable to cancel the exchange from the app.
When I tried contacting support again, I was repeatedly trapped in automated IVR responses incorrectly stating that a refund had already been initiated, even though the product was still with me.
I had to use unrelated support options just to reach a human agent.
After multiple calls and complaints, a return request was finally raised.