- This topic has 19 replies, 5 voices, and was last updated 1 year, 1 month ago by
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BI ordered the Olaplex No.7 Bonding Oil from TIRA during a sale. The offer clearly included a free Olaplex No.7 Mini (7.5 ml) worth ₹1,150. It was shown on the product page and in my order details.
I made the purchase because of the freebie, fully aware of its value — it was a major factor in my decision to place the order.
Instead, they sent me a completely different product (Olaplex No.4 Shampoo) as the “freebie” — something I neither asked for nor wanted.
Now, instead of fixing their mistake, they’re offering me ₹200 worth of loyalty points. Seriously? The actual freebie is worth more than 5x that. They also suggested a refund, but only for the discounted price I paid — not the current MRP. Which means if I want to reorder, I’ll pay more and still not get the freebie.
They’re now claiming they “have a policy” which doesn’t enable them reship only freebies — but I checked their website and there’s no mention of such a policy anywhere. Just seems like an excuse to avoid taking accountability.
To make things worse, my order was delivered late.
I’ve already raised a complaint with the National Consumer Helpline. This feels like a clear case of unfair trade practice — baiting customers with a freebie and then quietly skipping it.
Really disappointed with TIRA. I expected better from a Reliance-owned brand.
What other steps can I take to make sure TIRA delivers the promised freebie? Would love advice from anyone who’s dealt with something similar.
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DHi. I’m a lawyer here. Just let them know that you’re contemplating legal action for unfair trade practice and deficiency in service, which will have them pay a lot more than this. So either they fix their inadequacies and do the needful, or else be prepared to face action, besides the fact that you will be posting a terrible feedback everywhere. That might set them straight.
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BI have already notified them. They have asked a couple of days to get back. I don’t think they will change their answer and hence I want to know what other steps should I take.
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DComplaint to NCH, legal notice, consumer complaint. The latter comes at a cost which you gotta decide if you’re willing to incur.
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RBut the company has offered a full refund on the original price paid by the consumer?
So OP essentially gets a free product (Actually 2 free products) and gets to keep their money. But OP doesn’t want the money she paid, rather the non-discounted price at which the product is, when the sale ended.
So will a complaint help in this case?
Also Tira has shipped freebies to thousands of customers. It’s one instance where a mishap occured, and they offered a refund for the exact amount the OP paid.
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BI get where you’re coming from, but that’s not the full story.
TIRA isn’t just offering a refund — they want me to return the product first. And now the product is at full MRP, so if I return it, I lose both the discount and the freebie that was part of the original offer I purchased for.
Also, I placed my order on the first or second day of the sale — but they delivered this specific order only after the sale ended. All my other sale orders were delivered on time. It honestly feels strategic, because now I can’t even repurchase it at the sale price even if they issue the full refund.
The wrong freebie they sent isn’t a bonus — it’s a mistake.
This isn’t about getting anything for free. It’s about brands sticking to what they promised instead of conveniently changing terms.-
RThe thing is, going after them in consumer court would be both a lengthy and drawn out process. It won’t be free either.
I understand your angst, but you cannot blame them for not offering a discount to you. They’re not obligated to do that.
You paid 500 rupees for a 1000 rupee item. You were offered a second sampler item worth 500 for free.
You received your 1000 rupee item. The second item that was supposed to be free, was erroneously changed to a different item (still valued pretty high)
The only issue that occurred here is that you were inconvenienced by the “freebie” offered. Even though it was of the same (maybe even higher priced).
No one is going to ship freebies to you seperately. There are immense logistical and transport costs involved.
You’re not entitled to it. Especially that you received what you paid for at the sale price. And that you received an equally expensive freebie.
The company didn’t cheat you. They didn’t offer a cheaper freebie. They merely replaced the _free item_
When you were unhappy, they first tried to placate you by offering redeemable points, when you disagreed, they offered a full refund, expressing their inability to ship you a freebie.
No terms were changed. They simply refused to reship a free item.
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Is this the hill you wish to die on? Return the item and get your money back. There’ll be more sales in the future.
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BI get your point, but I think you’re missing something important.
I have paid money for the product — it wasn’t free. Whatever discount they gave was part of their marketing and sales strategy. They weren’t doing me a personal favor; they still made a profit even after offering the discount, and that’s why they bundled the freebie — to attract more buyers.
The freebie was part of the deal when I made the purchase decision. So changing it later without informing me is not just a small mistake — it’s a breach of trust. It’s not about the value alone; it’s about what was promised at the time of purchase.
Customers have a right to receive exactly what was advertised, discount or not. Otherwise, what’s the point of promotions and offers?
Also, the value of the freebie is subjective — what might seem equally priced may not have the same utility, preference, or desirability for the customer.
Moreover, I was even willing to place another order for a different item I needed, and they could have easily shipped the correct freebie along with it — minimizing any logistical cost. They refused to do that too.
If they made a mistake, they should take responsibility for it, instead of expecting the customer to simply adjust and move on.
Thanks for sharing your perspective, but I still strongly believe brands should be held accountable for honoring their offers.
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RNo point arguing with me, I am not Tira. And me refuting anything else is futile, since you’ve obviously chosen your stand.
You may be able to strong arm Tira into doing your bidding via escalation.
But I wouldn’t be surprised if you’re blacklisted on the site and your address gets marked as “high risk” for COD, Returns and RTO across their delivery partners.
I am not discouraging you from pursuing your case extensively. You do what you feel is right.
But I don’t agree with your allegations, either.
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BI’m not trying to argue with you either — I appreciate that you’ve taken the time to respond and share your view.
At the end of the day, it’s not about “strong-arming” anyone — it’s simply about asking for what was promised as part of a purchase.
You’re right that we have different perspectives, and that’s okay. I respect your opinion, even though I don’t agree with it.
Thanks again for engaging with me — I’ll proceed in the way I believe is fair and right.
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BI get where you’re coming from, but that’s not the full story.
TIRA isn’t just offering a refund — they want me to return the product first. And now the product is at full MRP, so if I return it, I lose both the discount and the freebie that was part of the original offer I purchased for.
Also, I placed my order on the first or second day of the sale — but they delivered this specific order only after the sale ended. All my other sale orders were delivered on time. It honestly feels strategic, because now I can’t even repurchase it at the sale price.
The wrong freebie they sent isn’t a bonus — it’s a mistake.
This isn’t about getting anything for free. It’s about brands sticking to what they promised instead of quietly changing things after the fact.
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C>They’re now claiming they “don’t have a policy” to reship only freebies — but I checked their website and there’s no mention of such a policy anywhere. Just seems like an excuse to avoid taking accountability.
Are you like, okay?
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CLike I quoted, they said they didn’t have a policy like that. And then you went on their website and didn’t find a policy. They are right. And you are putting forward this narrative that you are the right one.
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BThey told me ‘as per our current policy, we are unable to redispatch free gifts separately.’
There no mention of such a policy on their website. The customer should have access to these policies beforehand. Not after there has been a problem and they conveniently make up a policy.-
FRest of your argument was correct but i think policy part is a bit wrong because most of these policies are internal policies not shown to public , what you are confusing it with terms and conditions but never the less you are right , they committed fraud by baiting you you with false promise.
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DPolicies apply when there is no deficiency in service. Not otherwise. It’s a two way street. What they’re doing is called ‘misleading advertisement’ under the Consumer Protection Act. Tell them this and see what they come back with. Keep a snapshot of the order reflecting the original freebie.
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