Complaint against Pilgrim India regarding disputed product delivery, unsatisfactory customer support, and refusal/delay in providing a refund

FORMAL CONSUMER COMPLAINT AGAINST PILGRIM INDIA To: The District Consumer Disputes Redressal Commission, India Subject: Complaint against Pilgrim India for disputed order, failure to resolve grievance, and demand for refund with interest and compensation Respected Sir/Madam, I wish to file a formal consumer complaint against Pilgrim India regarding my order and the company's failure to resolve my grievance despite repeated attempts to contact its customer support team. Order Details: - Order ID: [protected] - Order Date: 15 October 2026 - Products: Advanced Hair Growth Serum (30 ml) and 10% Niacinamide Face Serum with Kojic Acid & Korean Rice Water. - Order Status: Shown as delivered. I contacted Pilgrim India through its verified WhatsApp support account and also contacted the company's customer care team by telephone to raise my concerns and request a refund. However, despite my repeated attempts to resolve the issue directly with the company, no satisfactory action was taken, and my grievance remained unresolved. The WhatsApp conversation clearly shows that I requested to speak with the staff and explicitly demanded a refund. Instead of providing a proper resolution, I was informed that the support agents were unavailable. The company has failed to address my concerns satisfactorily despite being given an opportunity to resolve the matter directly. This experience has caused me unnecessary inconvenience, frustration and loss of time. I should not have to repeatedly contact customer support to obtain a fair resolution to a genuine consumer grievance. Relief Sought I respectfully request the Hon'ble Consumer Commission to: 1. Direct Pilgrim India to provide a full refund of the amount paid for the disputed order, as applicable under consumer law. 2. Award interest on the refundable amount from the date of payment until the date the refund is actually received, at a rate deemed appropriate by the Hon'ble Commission. 3. Award reasonable compensation for mental agony, harassment, inconvenience and loss of time caused by the company's failure to resolve my grievance. 4. Direct the company to reimburse reasonable litigation expenses incurred in pursuing this complaint. 5. Pass any other order or grant any further relief that the Hon'ble Commission considers just and appropriate under the Consumer Protection Act, 2019. I am attaching screenshots of the WhatsApp conversation, product photographs, order details and other relevant evidence. I can also provide details of my telephone calls and payment proof, wherever available. I request the Hon'ble Commission to consider my complaint and grant appropriate relief. I am seeking a fair resolution, including my refund with interest and reasonable compensation for the inconvenience caused. Yours faithfully, Complainant's Name: Sushmita Maity Address: Delhi- 110053 Mobile Number: [protected] Email: [protected]@gmail.com Order Amount: Rs 1343.86 Date: 21.10.2026