re: The "Online Shopping" Thread Irritated with FlipKart and have written them the following letter;
Hi
I have been a regular customer with you for 7 years. Long before you reached the present position as the 'poster boys' of Indian E-Commerce.
In these 7 years as a consumer I have only had first class experiences with you and treatment from you. I have always considered you to be one of my favourite e commerce stores along with Amazon.com and sendit.com.
I must mention that all this while, your delivery boys have been peacefully delivering books and other stuff to my home in HSR Layout, Bangalore.There is always someone at home to receive the parcels.
I have had a total of three poor experiences with you so far in my entire association:
1. I ordered a 'Barfi' Music CD a year and a half ago. It reached but did not work. Upon complaining, and waiting for a bit, it was replaced.
2. I ordered a book a year or so ago - Asterix and the Picts. It was delivered in quite sadly shop-soiled condition. I complained but was told that there was absolutely no stock available and hence would have to cancel it and wait to order it again, so I decided to keep it. I was also told at the time that I could register for a return and that someone would contact me once the stock became available. I did so, but no one contacted me after that.
3. Now, I recently ordered two books a couple of weeks ago. Apparently both of these had to be sourced from abroad because they are not very easily available here. I was given a date of May 21st, by which these books were to be delivered.
Then, imagine my deep surprise and irritation when I suddenly received two sms messages out of the blue, the day before yesterday, from you, stating that my telephone number was 'unreachable' and therefore the books could not be delivered!
Then again yesterday, I received a couple of text messages saying that the books were out for delivery and would be delivered to me by 7pm.
Since they did not arrive, I called your customer care and they also confirmed the books were out for delivery and that I would get them by 7-7.30pm. Nothing happened at all, post this conversation/ assurance.
Then, upon waking up early this morning and checking my mail, I find two emails from your team, sitting in my inbox and stating the following:
1. 'Return Requested'
2. 'Courier partner unable to deliver'
3. 'Order cancelled and refund initiated.'
I have attached screen-shots of these with this mail, for you to see for yourself.
By now, you ought to have realized that I personally never ever cancel anything that I order and I always pay upfront with my credit card or gift card or whatever.
If you go over my consumer behavioural history, you will see the kind of stuff that I normally buy from you.
I am extremely disappointed with these occurrences and do not understand how your courier delivery people can literally tell such miserable lies.
Even more irritatingly, as per the mail screen shots attached, these books were supposed to have been shipped and delivered by WS Retail, which is your own entity and actually has been delivering to my house for 7 years! I could probably have forgiven you for this had it been some poor marketplace partner of your trying to fumble through and reach the products to my house in this huge maze of HSR layout!
The funny part is that you have now launched FlipKart First and since it is clearly a clone of Amazon Prime, I might well join up! This is only in my consideration set because I am an Amazon Prime member and love their service. However, the recent inefficiencies in your delivery systems as outlined above, cause me to wonder whether indeed I should trust Flipkart First!
By now, you guys are heavily into Big Data and Analysis and all the rest of it. However, all that is of no use, if the basic delivery process is called into question. I am an old and loyal consumer and expect nothing more and nothing less than good merchandise selection in the categories if my choice, decent, fair, pricing, good service and fulfilment of your delivery promise as stated while making the order. I do not seek your approbation via loyalty points or any other 'consumer sops'. All I want is pucca, on time delivery.
I would appreciate it greatly if you can please source and deliver these books for me at the earliest because I really want to add them to my collection.
I look forward to your reply along with prompt and positive resolution.
Thank you,
Shankar Balan
Shankar Balan |