I had paid Rs 1560 for 3 clothing products shown on the website of the company liebemode.com. The order number was 169 and the date was 17th March, 2013. The products delivered did not match pictures. I requested for return on the same day I received the delivery. The return policy (mentioned in the company website) said that within 30 days, the customer can request return. My complaint was not listened to politely. However, I was promised that a reverse-pickup will be arranged and the returns will be processed. I kept on calling and e-mailing but either received no response or a false assurance that the pickup will be arranged. After 3 weeks, I called again from a new number. The CEO cum customer care Smriti Chauhan asked me to ship the products myself. I paid Rs. 180 and shipped the products back which reached her within 30 days of the delivery. After that no refund was issued. Again false assurances were given saying that the check has been already sent. Once, a false tracking number was also given. At this point, I wrote to them saying that I would file a complaint with the consumer court. To this, I received a reply from Smriti saying that the company cannot accept returns outside the time frame specified in return policy. I checked the return policy again in the company website and found that it had now been reduced from 30 days to 7 days. I think this was done to counter my complaint. However, I have downloaded Google cached pages of their website at the time of purchase and delivery which clearly shows their earlier 30 day return policy. I also have recorded conversations over phone where false assurances of having sent the refund were given. I have all email exchanges and SMSs too. Right now, this company has their products (the 3 clothing items which I paid for) as well as the Rs. 1560 that I had paid them for the items. I have also spent Rs. 180 to send these products to them.

I have incurred a monetary damage of at least Rs. 1800. A lot of my precious time was wasted in this. Also, since such companies through their fraudulent activities discourage consumerism and online shopping in general, I think a hefty fine should be levied.

Complainant Information
name- sv11