Sometimes a decision goes against you and you think it is wrong. Here is what to do about it.
1. Say so on the case
Not a new report — reply on the one you already have, and say specifically what you think was missed. A decision made without a photograph you never sent is not a decision about your actual case.
2. Ask for it to be looked at again
A second person reads it. Tell us what is new or what was overlooked.
3. Our grievance officer
For anything unresolved after that, there is a named person whose job this is, with a published address and a response commitment. Their details are on the site.
4. Outside us
If you are still not satisfied, consumer redress in India does not depend on our agreement. We will not pretend our process is the only one — it is the quickest, not the last.
What helps at every step
Dates, the order number, and what you expected to happen. What does not help is starting again from the beginning in a new channel; it resets the clock and nothing else.
Questions people ask
How long does a re-review take?
Longer than the first one, because somebody is reading the whole history.
Can I escalate before the 48 hours is up?
That window is the store's chance to answer. Escalating before it closes skips a step that usually works.
Will escalating annoy anybody?
No. It is a route, not a complaint about the person.
What if the problem is Metzee rather than a store?
Same route. The grievance officer handles both.
More: how to raise an issue.