I recently purchased an Adidas CNY Jacket in size L, from LZRUS (lzrus.in).
After receiving the jacket, I realised I needed one size larger. I didn't for a refund — I simply wanted to exchange it for the correct size.
The problem is that I had contacted the seller before purchasing and specifically asked about exchanges. I was assured that I wouldn't face problems with exchanges or customer service, and I relied on that assurance when placing my order.
However, when I contacted them to request an exchange, they refused, saying it wasn't possible because of their policy. When I pointed out that I had specifically asked about this beforehand, they maintained that I couldn't go against their policy.
My issue isn't that a company has an exchange policy. It's that I specifically asked about exchanging the product before buying it and relied on the assurance I received. If exchanges weren't possible, I believe that should have been clearly communicated before I made the purchase.
I've now registered a grievance with the National Consumer Helpline, and its current status is In Process.
I'm sharing this to document my experience and ask:
Has anyone here purchased from LZRUS and dealt with their exchange or customer service?
Has anyone successfully resolved a similar issue with them?
Is there anything else I should do while my consumer grievance is being processed?
I have screenshots of the conversation and purchase details as evidence. I'm happy to share relevant redacted screenshots.
I'd appreciate advice from anyone who has dealt with a similar situation.