Bigbasket.com — Products not delivered and money not returned

I’ve made an order on bigbasket.com just like many other times. The order delivered on March 5, 2016, with order No: MCO-7884597-030316 should contain following items:
1.2*6 cocojal coconut water bottles-200ml each-360 rs in total
2.6 little hearts packets-rs 10 each-60 rs in total
delivery-20rs
Total amount paid-440 Rupees.

The order delivered has following items only:
1.2 cocojal coconut water bottles
2.6 little hearts packets
The above items are received by my friend Varun Bharadhwaj Gurugubelli as I was out in Zaitoon, IIT Madras, Chennai in a meeting.
Missing items:10 cocojal coconut water bottles.

It is to be noted that they often deliver this cocojal bottles as 1 bottle instead of 1 (pack of 6) cocojal coconut water bottles. This can be verified with my previous orders with bigbasket.com and my complaints and their replacement of these missing items. They’ve provided me with the missing items each time but not this time.

I’ve called the customer care of bigbasket.com through mobile Ph.No:+91 80335 17802 on following times:
1.March 5, 2016 8:08 P.M.
2.March 9, 2016 9:03 P.M. Complaint No:5506031
3.March 11, 2016 3:04 P.M. Complaint No:5588771
4.March 18, 2016 2:13 P.M. Complaint No:5741871

It is said that these calls may be recorded for training purposes. The information that I’m going to say can be verified based on my calls anyway.

The reply from the team is different each time I call them. Once they said that they’ve verified the mistake and are ready to refund missing items value of 300 Rs and additional 50% amount 150Rs of missing items cost according to company policy. Similar things were told each time. They always say that they will get back to me in 5 minutes and never call.

The call cost is exorbitantly high for this customer care number: +91 80335 17802. This call cost of all the calls is exceeding my refund amount for each new call of mine. And this is wasting lot of my personal and professional time disturbing my daily life. The whole purpose of making an online purchase to make my life more peaceful is completely lost in this process.

So, I would request you to get my money refunded with a penalty as they incurred so much problem to my life wasting time and money:
Missing items cost:300 Rs
Refund according to company 50% policy:150 Rs
Call costs: 50 Rs approximately, might differ from the exact value as I don’t have call cost database due to prepaid sim.
Penalty for personal losses

I would request a total amount of Rs 10, 000 for the penalty of these crimes of intending to steal my money and making false promises and cheating me. Again I would like to emphasize that all these calls might be recorded as said during my call to customer care at all the above mentioned times.

Please do ensure that I get rightfully what is mine and punish the wrongdoers so that things like this do not repeat.

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