I’m facing a frustrating issue with a recent purchase from Croma and wanted to check if anyone else has experienced something similar or can guide me.
I ordered a Blue Star 1.5 Ton Split AC from Croma online. I also paid ₹300 for standard delivery. The order was placed on 29 April 2026, and since then the status has been showing “Out for Delivery” - but the product has still not been delivered.
Here’s what’s happened so far:
- Order status: “Out for Delivery” since 29 April
- Multiple calls to customer care → they only raise service requests
- Current SR status: Assigned to BO/Store
- No callback from store or delivery team
- Customer care says they don’t have logistics details
- They claim “product is dispatched” but can’t provide any proof or tracking
I checked my invoice and found that the product is supposed to be delivered from Ahmedabad DC (warehouse in Bavla), not a retail store. So it looks like the issue is at the warehouse/logistics level.
The biggest issue is:
- No one knows where the product is
- No delivery scheduling
- No communication from backend/store
- Just repeated “we have escalated” responses
I’ve already:
- Sent escalation emails
- Called multiple times
- Waited for promised callbacks (none received)
At this point, it feels like:
- Either the product is stuck in warehouse dispatch
- Or there is a system mismatch (status updated but no real movement)
My concerns:
- Misleading status (“Out for Delivery” without actual delivery)
- Delay despite paid delivery charges
- Lack of accountability and communication
I would like to know:
- Does this qualify as “deficiency in service” under consumer protection laws?
- Should I proceed with National Consumer Helpline or directly file a case in Consumer Commission?
- Can I claim compensation for delay and inconvenience?
Any legal guidance on the next steps would be appreciated.
Thanks in advance!