How can I escalate a complaint at AJIO?

Tried contacting them via the toll free number, and email. Both are clueless regarding my complaint, and they just end up creating tickets after tickets "promising" me for a resolution at the earliest which isn't happening.

This is a problem with Indian e-comm companies. After every other app giving heavy discounts, I find myself going back to Amazon because of their customer service. Over the pas 5-7 years all my amazon issues have been resolved swiftly however, with Ajio I am yet to receive my refund for 2 items and a delivery for 1 item which shows as delivered over 6 months ago. I tried them contacting via every means necessary including twitter. Nothing works. Your best bet is twitter IMO

Okay, why haven't you raised a complaint against them in consumer forum?

If you paid via a Credit Card, I'd simply raise a dispute with the CC company. You have 90 days since date of purchase to do this. Some companies (Amex) fair substantially better in this regards compared to others (ICICI) - speaking from experience. But it does help in escalating the complaint.

If any bank refused to take up the complaint, you can write to the bank ombudsman. if that’s also not satisfactory. Write to RBI via Grievance portal. it works.

The problem that I am facing is regarding refund. The product ordered was not as advertised and we returned the same at the earliest. Now, when it comes to refund, the customer care is just spinning us in a web of tickets, trying to "escalate" it to the concerned team, but so far no resolution, just further dates. I am not sure if reaching out to bank makes sense at this stage (or does it?).

yeah. You can. mentioned the refund reference number you got from the Merchant. also there is other way also, raising disputes as Returned item but refund is not processed. if they refused to take the dispute you can take up the complaint to that process. I have done that for a local Ecommerce website. ICICI refused to take complaint. Ombudsman also didn’t care. Raised a RBI complaint, 3 working days I got the dispute case as well as the refund. Also, Dispute resolved my favour because I had all the communications and return proof emails