Extreme delay in refund and harassment

I have my Order No 29889589 placed on 14/12/2014, a pair of Nike AirMax Size 10 Shoes and received the product on 17/12/14. After checking the size I figured out Size 11 would be comfortable for me. I requested for exchange of Size or refund on 18/12/14. They replied to me stating exchange of size or refund is not possible as they have sent me the product as per my order. I was surprised to their reply and had to explain in Online Shopping you can check size only after delivery and if unable to provide alternate size should refund the money. After great exchange of emails and frequent followup, on 02/01/15 they finally agreed to refund my money. I have couriered my product with tracking No D991B3524055 through FirstFlight on 05/01/15 as per their instructions and it was delivered on 06/01/15. I have mailed them a copy of receipt on 06/01/15 and requested acknowledgement of receiving of product. Since then they stopped replying to my mails and closed my ticket without resolving the issue. I have been calling them every alternate day to know status of my refund. Every call, they reply to me saying my refund is not accepted as the product was dispatched as per my order. I have to explain them the previous history of my case and ask them to check previous mails as proof. They acknowledge the receiving of product and promise that refunding process would start in a day or two and put my case on high priority, but it never started. They even promised me call back for resolving my case but never called me. Till date nothing has been done, today ie on 22/01/15 I insisted on talking to their senior manager. Their senior manager has given me shock of my life saying they are unable to locate the product and I should be submitting proof of delivery.

Why didn’t they tell before that my shipment was not received?

Why did they confirm before, shipment has been received and will start refund in a day or two?

Why they closed my ticket without resolving my issue and stopped replying to my mails?

Why they never called back after promising call back?

After all this the lost trust and hope on ShopClues that I will get my refund. They have been lying to me all the time and never bothered to reply to my mails or call me back.

Before doing business with them, I checked their reviews and still took a chance thinking its gonna be alright. But guys, this was the biggest chance I ever took.

Thankyou ShopClues for teaching me a lesson.

Capt.Chaitanya

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