u/ProfessionNo3926

Need advice regarding whether this amounts to deficiency in service under consumer law.

I placed an order worth ₹2693 with Birds of Paradyes and faced a complete communication and tracking failure from both the company and the delivery partner.

Here’s what happened:

• On 11 May, I emailed Birds of Paradyes requesting an update to my contact number because I was unable to coordinate with the delivery partner. I explained that I had exams during the hours the delivery person usually called, and whenever I tried calling back, the number was busy.

• I also informed them that I was leaving for the US on 18 May and requested speedy delivery.

• On 13 May, they replied saying the order was “already in transit” and therefore changes were not possible unless I paid ₹200 for re-shipping. At no point in this email did they say the order had already been returned to the warehouse on 11 May.

• At the same time, the Delhivery app still showed the shipment status as:
“On the Way” and “Delivery rescheduled per new instructions.”
There was no mention of RTO, failed delivery, or return to origin.

• Based on this, I emailed them again requesting a delivery reattempt because the shipment was clearly still being shown as active/in transit.

• I had also:

• added a secondary phone number through the Delhivery app,
• selected the “pick up myself” option,
• and repeatedly attempted to contact customer support and the delivery partner.

• Their customer support was practically unreachable because the mailbox was constantly full.

please find attached the email link.

• Then on 14 May, they suddenly claimed the order had actually already been returned to them on 11 May and that delivery reattempt was “not possible.” They also said they had attached a screenshot for proof but there was no attachment in the email.

My issue is:

If the order had genuinely been returned on 11 May, why did:

1. the Delhivery app continue showing it “in transit,”
2. the self-pickup option remain active,
3. and the company itself say on 13 May that the order was “already in transit” instead of informing me it had already reached the warehouse?

Now they want me to pay additional re-shipping charges for what appears to be a complete failure in tracking accuracy and communication on their end.

Would this qualify as deficiency in service under the Consumer Protection Act? And is this worth escalating through the National Consumer Helpline or consumer court?

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