India Today Book Club (Itbc) — Customer Care suffers from lousy attitude and poor comprehension | |
My ITBC Membership number is ITBC09999082 On 17th April '09, I placed 2 orders with ITBC...one online for Reebok shoes and the other one through a telesales call for United Colours of Benetton Ladies Wallet and Belt set. The order for Reebok shoes got processed fine and I recieved the same within reasonable time. The other one got botched and I recieved a Reebok T shirt in place of the UCB Wallet and Belt, on 7th of May. a) I rang up the customer care and spoke to one Mr. Samrat who went on to inform me that the T shirt was a gift to me and my original order was being put into process and I would soon recieve it. b) I again spoke to customer care on the 10th of May to enquire and i was told that it was no gift and that i would have to send it back to them through courier and after that they would process my order. I also put in my first email to their ID : [protected]@indiatodaybookclub.com requesting them to sort out this mess. c) I wrote to them asking for instructions in written regarding the process to be followed for return and the cost liability to be taken by ITBC for returning the wrongly delivered product. d) After seeking clarity on the process I couriered them the parcel (T shirt alongwith a covering letter, the invoice copy and a copy of the courier bill as instructed) on May 21st. e) In response to my call today 9th June, i am informed that they have recieved the returned parcel today itself !!! (Read- that they have Updated their records today --- the courier company has a ITBC stamped POD dated 25th May. 14 days to update the reciept of the parcel!!!) f) Some of their email responses clearly state that they have fully processed my order and therefore no cancellation or refund is possible. Some guy mentions that I should refuse the delivery of the order at my doorstep... without bothering to look into the history of correspondence or trying to understand the issue. the issue is of wrong DELIVERY, so where is the chance to refuse the courier delivery anymore. g) There is total anarchy in this company, their dispute redressal system is extremely poor and non-responsive in this age. The customer care is full of non-accountability to the customer himself. I have felt that I was dealing with some cheap online company and not with someone who has the name India Today attached to it. h) It has taken I believe 10 calls and a similar number of emails... and i still dont have my ordered product, which has been paid for in full on 17th April!!! If there is somebody from ITBC reading this... well what can I say, can you do something about this? Was this information helpful? | |
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Comments
ITBC customer care is hopeless. Throughly unprofessional.
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I had availed ITBC offer on July 9, 2009, through telesales from itbc marketing team.
I was given an offer of receiving for a couple, two return air tickets, all taxes paid, along with 2 nights 3 days stay at a 3/5 star hotel at any of the places in India, which included all the taxes and meals. I could choose any dates according to my convinience, even on weekends, and would be given booking by the hotel on a priority basis.
I had 3 different conversations with the tele-marketing operater who repeatedly assured me of the above offer, as it is, with no hidden terms and conditions. When i asked for a written detailed offer, an attachment was sent to me reassuring me of the same. When i enquired that it didnt mention anything about including taxes, i was told that they didnt have the said performa on mail as they worked through tele-marketing only. I was further told that as a bonus i was getting the offer of the free books also.
I have received the said books along with the invoice having the given web no. I called itbc helpline no. and was again assured of the same offer by the tele- operator.
But when i tried to log on to the given website with my given web no. it rejeceted any attempt saying that the iformation provided was incorrected. On calling the helpline no. i was given a new web no. with which i was able to register immediately but with a shock i found out that the initial offer was nowhere to be found, instead there was an offer for only one person with a host of terms and conditions!
I feel very cheated in the whole episode and feel that i misplaced my trust in such a reputed(?) company.
After this i have had several phone conversations with their customer care people and all they tell me is that, yes they have recordings of the conversations of the telesale and it was just a 'miscommunication' and they apologise for the same!
Ritu Mittal
I was given an offer of receiving for a couple, two return air tickets, all taxes paid, along with 2 nights 3 days stay at a 3/5 star hotel at any of the places in India, which included all the taxes and meals. I could choose any dates according to my convinience, even on weekends, and would be given booking by the hotel on a priority basis.
I had 3 different conversations with the tele-marketing operater who repeatedly assured me of the above offer, as it is, with no hidden terms and conditions. When i asked for a written detailed offer, an attachment was sent to me reassuring me of the same. When i enquired that it didnt mention anything about including taxes, i was told that they didnt have the said performa on mail as they worked through tele-marketing only. I was further told that as a bonus i was getting the offer of the free books also.
I have received the said books along with the invoice having the given web no. I called itbc helpline no. and was again assured of the same offer by the tele- operator.
But when i tried to log on to the given website with my given web no. it rejeceted any attempt saying that the iformation provided was incorrected. On calling the helpline no. i was given a new web no. with which i was able to register immediately but with a shock i found out that the initial offer was nowhere to be found, instead there was an offer for only one person with a host of terms and conditions!
I feel very cheated in the whole episode and feel that i misplaced my trust in such a reputed(?) company.
After this i have had several phone conversations with their customer care people and all they tell me is that, yes they have recordings of the conversations of the telesale and it was just a 'miscommunication' and they apologise for the same!
Ritu Mittal
clear cheaters...
nobody will responce properly
for doing business like this, they can earn money by send their wife's & mother to Prostitution...
nobody will responce properly
for doing business like this, they can earn money by send their wife's & mother to Prostitution...
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