Purplle - Beauty Shopping App

I have purchased an annual Elite membership by paying 297₹ and I have order an item of 754₹, the status on the app shows delivered but the products weren’t delivered. So I continuously kept calling delivery person but he never answered the call and from the same day I tried reaching out to customer care and there was no response or proper support to reach out to the customer care. I use to get an automated call recording saying delivery failed press 1 for rescheduling the order and press 2 for the cancellation. Finally I got the customer care number with lot of research and reached out to them. The agent was telling me I should have reached out to them within 48hrs of time from the time of delivery. When the delivery itself isn’t happened, and I was getting an automated call. How can one think or reach out to agent within 48hrs and asked me to check with delivery service, the one who is not answering the call. Point is they are not using the trusted delivery services to deliver the product, is it a customer duty to check repeatedly on the delivery service. If that is the case the customer can go to the offline shop directly and make a purchase. What is the point of this application? “Purplle is not a trust worthy application”

I got my previous 3 orders delivered without any issue. However, for my latest order I got a call from delivery agent around 7:30 AM from his personal number to share my address through Whatsapp. First, How can Purplle allow their delivery agents to access Customers personal numbers. Next, my residence and my colony is clear with roads and house numbers. Still delivery agent had trouble in finding my building and kept on call, even after I clearly responded with the route in call as well. I got fed up and disconnected the call. I contacted customer service through chat, it is even worse. I gave my feedback about delivery agent and asked chat service agent to change the delivery guy and resend the package. Chat agent replied back stating once the order is placed we cannot change the address. He clearly didn’t understand my issue. I asked to connect to his manager, he denied that he doesn’t have that option. When I checked how can I share my feedback, he asked to share it with him. Seriously??? I asked for a call with his manager. He said he can schedule and asked for my number. Again same issue. How can you guys allow to share customer number to customer service agents. Anyway fed-up with the entire experience. And this will be my last order with Purplle.

So they delivered wrong products in first place. Then they took several mails to understand the issue. Then they asked to return the order (wrong and less products delivered against what was ordered). Then their delivery partner refused to take the order as quantity mentioned on return pick up was different from what I was giving, which was obvious since I got less and wrong product. Even after calling multiple times and mail chains, they fail to refund or send the correct products. I would suggest avoid this company and go for more trusted brands like Nykaa or even better purchase from brick and mortar stores. Edit - One of the good souls at Purplle (Sufiyan Sheikh) made sure that my issue was revolved. He called me multiple times to understand the issue and update me about the resolution. Thanks to him, changing my rating from 1 to 5. Thank you for keeping customer service on point.