10/06/2025
Dear Delhivery Support Team,
I am writing to formally address a recurring and unresolved issue concerning return and exchange orders handled by Delhivery as a third-party agent for New Me and Nykaa Fashion. Over the past three months, I have faced consistent problems with the return process, including:
OTP Verification Failure: Pickup personnel often neglect to collect the OTP from customers, leading to unverified returns.
Premature Quality Check Failures: Items are marked as quality check failures within minutes of pickup, often before the return is even initiated.
Unreliable Pickup Attempts: In some cases, no pickup attempt is made, and customers are falsely informed that the pickup was attempted but unsuccessful.
Each time, I have been compelled to contact customer support, provide photographic evidence of the products (including tags), and initiate a return through the complaint handler. This ongoing issue has become a significant inconvenience and is causing unnecessary delays in processing prepaid refunds.
Despite raising these concerns with Nykaa Fashion and New Me, no effective measures have been implemented to address the situation. I am confident that other customers are experiencing similar challenges.
I urge Delhivery to assign personnel who are well-versed in the return and exchange processes to handle these orders. The current situation is a considerable waste of time, money, and effort, all for the simple task of processing a refund on a prepaid order.
I request prompt action to resolve this matter and prevent further occurrences.
📍Location - Mumbai, for details please reach out to me
