Total Logistics Failure & Broken Customer Support – Wrongful Retention of ₹3,239 INR
I am writing this review to warn consumers about a systemic failure in The Souled Store’s logistics and customer support. If an automated error occurs on your account, their support team will completely trap you in a loop of copy-pasted scripts rather than fixing the issue.
The Problem: Broken OTP System & Frozen Portal
I have been trying to return a pair of shoes (Trailz: Ember - Order ID: 19437071). The courier partner refused to pick up the return because the backend system automatically sent the required pickup OTP to a completely unrelated international number that I never registered on my app profile.
To make matters worse, customer support agents keep sending automated templates telling me to manually re-initiate the return on the website. However, the website completely locks users out from re-initiating a return once a pickup fails. The portal is completely frozen.
The Financial Discrepancy (They Owe Me ₹3,239)
The support team tried to deflect from this current issue by citing an old refund from May for a completely different order. Let’s look at the actual math:
Total Net Deductions from my Bank: Approximately ₹5,738.00 INR.
Value of the Only Product in My Possession: ₹2,499.00 INR (Trailz: Ember).
Outstanding Balance Owed to Me: ₹3,239.00 INR.
What I Demand From Management:
Escalation: I need a senior manager to stop sending automated templates and take ownership of this issue.
Manual Override: Manually re-open the return portal for Order ID: 19437071 from the backend.
OTP-Less Pickup: Force your courier partner to execute a doorstep pickup without requiring a verification OTP to a foreign number.
Immediate Refund: Credit the remaining ₹3,239.00 INR back to the original payment source immediately.
I am currently outside the country and cannot take phone calls. Any communication from your team must be handled exclusively in writing via email. Fix this immediately.