Lying, gaslighting. Never picking return. Review on Zivame

I ordered a bra from Zivame in September 2023. It did not fit (despite me using their size calculators and everything). I immediately placed a return request which was accepted. The request was placed well in time.

It was supposed to be picked up by September 19th 2023. However, the return was never picked up.

They still have not picked it up. It is October 2024 as I write this. It's been over a year.

I reached out to the customer care department on phone and email on the 12th of November. On the phone, the person apologized, but without my consent they cancelled the return request from their end. They said I would get my money back. I didn't get my money back.

Because nothing happened, I had to follow up over email. The customer care department said "I cannot place a return request now". I was not placing the return request then. I was reminding them to pick it up. I had to send multiple painfully long and effortful emails explaining this.

They said that it was my responsibility to have it picked up in time, which made no sense to me. They did not clarify any of my questions.

I spoke to another member of the customer care department over the phone. They said that on their end, they are allowing the return. I was tired of the massive "he said, she said" so I asked them if I could get it in writing. They constantly and strongly refuse to give me any confirmation in writing.

This wastes so much of my time and energy. Because they are lying constantly.

I spoke to another customer care department member after that. She said that she has taken the issue up with higher-ups and I will get a response in 72 hours. I asked her if I could please get this in writing, and she refused. I still haven't heard back from these guys months later.

I am going through so many hoops, explaining the situation over and over again to multiple people who refuse to understand it. They constantly lie to me. This issue was supposed to be sorted months ago. It should have never happened in the first place. They have refused to take action, undermine my experiences (even though I have proof). They mislead me.