We had placed an order from Infibeam over phone for Tata Swach Water Purifier 27 Litr Silver Boost on 25th November, 2015. Order ID: 17354231 (Sub-order ID: 26890027), Complaint No.: 27534.

Before placing an order we had inquired Infibeam Customer Care regarding return and refund policies and they had confirmed that if we want to return the product, we need to raise a return request within 3 days of receiving the product and thereafter we would receive the refund of money within 7-10 working days and the same has also been mentioned on Infibeam Website with respect to return and refund policy. Neither the Customer Care Executives nor the website mention that the refund is not applicable for cash on delivery.
When we received the product, one part i.e. plastic bolt was missing and so we could not use the product and to our surprise even the invoice raised was in some other person’s name and so on the very same day we raised a return request and compliant over phone and also through mail by sending the images of product, packaging, unrelated invoice as per their requirements.
Thereafter, we started getting calls from Infibeam Customer Care providing funny solutions to our problems.
First one was raising a new invoice in our name. Now what is the use of that if we are not able to use the product, our problem is one part missing and not the unrelated invoice. When we asked for a refund, the Customer Care executive said Infibeam does not have any refund policy. A shocking statement and a lie from Infibeam Customer Care!! We sent a screenshot of the website where the refund policy was mentioned and then we did not get any reply to that mail from Infibeam.
Another solution provided was that we would get a credit of Rs. 100 to buy the missing part on our own. It is Infibeam’s responsibility to provide the missing part and not ours to go search for the same and we said that why can’t Infibeam provide the missing part to which they could not reply.
And thereafter we did not receive any solutions to our problem.
After several follow ups, Infibeam offered to pick up the product and do some quality check and then think of replacement or refund. We are unable to understand why they want to do the quality check when we have already sent the images of the product and packaging earlier while raising the compliant. And if they are really concerned about the quality check, then that should have been done earlier by Infibeam itself before sending the product to the customer, then this problem would not have arisen in the first place!!
And again when we asked for a refund, the Customer Care Executive said Infibeam does not have a refund policy. When we made the Executive read the refund policy from their own website, he said there is a refund policy but not for cash on delivery. Again a lie!! If refund policy is not applicable for cash on delivery, this should be clearly specified on the website or Infibeam Customer Care should have informed us at the time when we inquired before placing the order. That time they said refund policy is applicable for all payment modes and the amount would be transferred to the bank account within 7-10 working days after return of product!!
After dealing with Infibeam, we are least interested in continuing with them since there have been more than 2 weeks and we can neither use the product nor getting the refund of our money.
We don’t want to deal with Infibeam anymore. We do not need any replacement we only need a refund of our money. We would never ever order anything from Infibeam henceforth. Such an unprofessional, cheat, fraud, pathetic company!
Please help us in getting our refund.