Consumers can report delayed deliveries, faulty products, service quality issues, payment disputes, privacy concerns, seller conduct and other platform grievances.
How to contact us
Send your complaint by email or contact customer care using the details in the contact box on this page. You may also use a customer support feature or order-history link if available. The statutory Grievance Officer’s appointed name and dedicated details must be verified and published by the business before live legal sign-off.
Information to include
- Your registered name and a reply contact (email or phone).
- Order, service, invoice or seller reference; approximate dates and location if relevant.
- A short description of what happened and the outcome you request.
- Photos, chat records, payment references or other relevant evidence where available.
- Any earlier ticket number or support communication.
Do not send passwords, one-time passwords, PINs, full payment-card numbers or unrelated sensitive documents.
Acknowledgement and resolution process
For consumer grievances covered by the Consumer Protection (E-Commerce) Rules, 2020, the platform grievance process must acknowledge receipt within 48 hours and redress the complaint within one month of receipt. If investigation requires a seller, technician or payment-provider response, we will coordinate and communicate next steps; a dependency does not remove the platform’s legal obligations.
Complaint tracking and records
Include any existing support ticket or order ID when following up. SofaMend should maintain an internal record of complaint receipt, category, supporting evidence, assignment, action, response and closure. A case number should be supplied when the helpdesk system supports it; do not assume the website already provides a real-time grievance tracker.
Seller and service-partner disputes
Customers can raise issues with products or professionals through SofaMend even if the underlying supply was performed by an independent seller or partner. We may request photographs, visit details or a joint inspection to establish the facts and facilitate a fair remedy.
Payments and refund disputes
Share the order reference, payment amount, date, channel and transaction ID. We may reconcile order records with the payment provider and explain the applicable refund processing method. Never share confidential payment credentials.
Abuse, harassment or safety concerns
Reports of abusive language, threats, unsafe work, property damage, impersonation or misconduct should be escalated promptly. Retain relevant audio, messages, photographs or visit records where lawfully collected. If you face an immediate threat or emergency, contact local police or emergency assistance rather than waiting for an email response.
Privacy-related grievances
Use support@sofamend.store with subject “Privacy Request” for concerns about account data, correction, suspicious access or unwanted sharing. We may verify your identity before revealing account information. See Privacy Policy.
Request a review or escalation
If the response does not address your issue, reply to the existing ticket or email and ask for review by a grievance manager. Include your earlier complaint reference and why the outcome is disputed. The process should be accessible and should not require you to abandon a legitimate consumer claim.
External consumer remedies
Consumers can approach the National Consumer Helpline through consumerhelpline.gov.in, where available, or a competent Consumer Commission or regulator under applicable law. Internal grievance communication is not a waiver of statutory rights or mandatory timelines.
No retaliation for good-faith complaints
A customer will not be penalised merely for submitting a genuine complaint, negative feedback or contacting statutory bodies. Deliberately falsified evidence, threats or harassment are not permitted and may be addressed through lawful processes.
Accessibility and contact details
If a customer cannot use web forms, email and phone channels can be used. For address and contact details see the business-information box on this page. Keeping current details online is an operator responsibility; policy text cannot verify whether the telephone line or inbox is monitored.
Need assistance or an escalation?
Consumer grievance acknowledgement: within 48 hours; redressal: within one month, as required by the e-commerce rules. The officer's personal name must be published once the appointment is verified.