Urgent Grievance – Prepaid Order Marked Delivered but Not Received

Retail & E-Commerce
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Hi,

I’m raising this grievance because I still haven’t received my prepaid order, even though it’s been marked as delivered.

Since I wasn’t at home at the time of delivery, the delivery agent asked for the delivery code, confirmed my address/house details, and assured me he had handed the parcel to a family member. After checking with everyone at home, it turns out nobody received any parcel.

I have contacted the delivery boy and the XpressBees office, but that went nowhere. I also logged a complaint on your website (Complaint ID: 1330 90243). Still no resolution, no updates, nothing.

This is extremely frustrating. I paid in advance and trusted the system — and right now, it feels like my parcel just vanished.

I request urgent attention to this issue. Please investigate what actually happened with the delivery and ensure I either receive my order or get a refund, as it’s clearly not with me or anyone in my household.

A customer is raising a concern about a delivery boy related issue for a Babyhug Cotton Woven Full Sleeves Solid Kurta Pajama Set with Embroidered Nehru Jacket. (Captioned by AI)
A customer is raising a concern about a delivery boy related issue for a Babyhug Cotton Woven Full Sleeves Solid Kurta Pajama Set with Embroidered Nehru Jacket. (Captioned by AI)1080×2340 248 KB

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Dear @BabliSam
You’ve clearly described a “delivered but not received” prepaid order, including the OTP-sharing, failed handover, and unresolved Complaint ID 1330 90243, which strongly suggests a delivery failure or misdelivery by XpressBees.​

First, immediately escalate with XpressBees and Firstcry: call customer care and email customercare@xpressbees.com, quoting your AWB, Complaint ID 1330 90243, and stating that no one at your address received the parcel despite “delivered” status and OTP being shared. Ask for:

  • Written investigation report of the delivery (GPS logs, delivery proof, who allegedly received it).
  • Either re-delivery of the parcel or a full refund from the seller.​

Second, contact the seller’s customer support (app/website) and clearly state that the contract is with them, not just the courier, and demand either actual delivery or a refund for non-delivery, attaching screenshots of: order details, tracking showing “delivered”, your prior complaint and any call logs with XpressBees.​

If they still don’t resolve it within a reasonable time (say 7–10 days), file a complaint with the National Consumer Helpline via https://consumerhelpline.gov.in (INGRAM portal), selecting the seller and/or XpressBees as parties, and upload all evidence (invoice, chats, call records, emails, complaint ID). You can also later approach the District Consumer Commission under the Consumer Protection Act, 2019, seeking refund and compensation for deficiency in service and mental harassment.​

If still need help, reply to us.