[Resolved]  Naaptol.com — Non-Delivery and Misrepresentation

Address:

Mumbai Suburban, Maharashtra

Synopsis :

13.07.2012 - I am looking to purchase Induction Cooker on an urgent basis as I've just moved in and do not have gas connection. I look around locally in various shops of Thane and Mulund, and I find good branded Induction Cookers to be in range of 2500 and upwards. In the evening I browse online, and find a deal on naaptol.com, listing for Glen GL - 3070 Induction Cooker for Rs. 2789/- which included 6 piece induction cookware set. I am inclined to purchase the same, provided favourable delivery times.

14.07.2012 - I call naaptol customer care for confirming delivery period before placing the Order. I specifically told the person that this was very important to me, because as told earlier, I dont have other sources for cooking and if it were to take longer than 5 or 6 days, I will consider to buy locally and not online. He sweet-talked me into saying they are based in Mumbai and since the product too was to be shipped to Mumbai, it will take maximum of 4 days. Believing upon his representations, I place the Order for the Induction Cooker and immediately my payment through credit card was also accepted.

17.07.2012 - The Naaptol website showed my Order still "under Verification". Call up Customer Care, they put me on hold for long time and mind you this is not a 1800 toll-free number. Useless answer saying product will be shipped shortly. Same thing is repeated next two days.

22.07.2012 - Despite long after passage of 4 days, no sign of product, worse, no sign of any information from naaptol. Order still "Under Verification" on Website, and no help from customer care either, everyone just keep repeating "product aapko jald se jald mil jaaega, without telling when it will be even couriered, if not delivered. No explanation for why Order "under verification" either.

23.07.2012 - Shot off an email to CEO, Naaptol at [protected]@naaptol.com, about the poor service and misrepresentation., I am reproducing bits from the same here :

"Since past Now 10 days have elapsed and they are still in process of VERIFICATION, which is a complete and utter sham, and they are still non-committal about a date by which the product will be definitely be couriered, and just keep making vague and pointless answers and excuses. Fail to understand what they need so much time for so-called Verification, while they are happy to take money without any such so-called Verification. Totally unprofessional approach in firstly fraudulently making false promises to customers about delivery prior to placing of Order, and thereafter not even acting responsibly to act upon Complaints and endeavour to resolve it.

Even contacting your customer service is so much of a hassle, we are put on hold for an endless amount of time and unlike other portals, you dont seem to have a toll-free 1800 number, so even for your faults and neglect, we have to suffer even more by being charged for complaint calls. Even then, I have persisted and I have made Complaints, being Number 3242334 and 3255084, asking about my product delivery, but all i get is vague and evasive answers and more excuses from whomsoever the person I am talking to, and no one has yet to give me a date by which the product will atleast be couriered, if not delivered. At first I thought it was the person concerned who did not have any knowledge, but since each and every one of your customer care persons..Laxmikant, Rajkumar, Amol..to name a few.. are giving the same EXACT type of evasive and pointless replies, I am convinced that they are merely acting upon your COMPANY's policy, for which, the responsibility ends with you, the CEO.

I have never encountered such hassle and trouble in my dealings with any of the online portals, and you have completely shook my trust in your portal for this was my first transaction with you.

It is now apparent that you had made false and fraudulent misrepresentations about delivery time through your customer care person only to solicit my order, and upon recieving the payment, you have reverted back to your evasive modes.
I can't think of a more stupid excuse for non-delivery than "Order under Verification". God knows what on earth are you verifying ? I'll be happy to provide you with whatever that is it you need to complete your so-called verification.. my pan number, my it returns..details of personal life..but we both know it is a sham and a miserable excuse to hide your deficiencies and unprofessional approach on your part. If you weren't in a position to provide me the product in 4 days as assured by you prior to placing or order, or even 10 days, you simply ought not have taken my Order. I have to suffer a tremendous deal, because as i said earlier, I am stuck with having made payment to you, not even knowing when product is going to be shipped, much less delivered, and without any other gas connection, or appliances so I , for which I have to shell out needlessly on outside food."

23.07.2012 - Receive a reply from naaptol.com purportedly apologizing and another standard one-liner saying "We have escalated the issue to the concerned vendor and logistics team, the product would be dispatched to you at the earliest on priority basis." Email fails to answer why so much time taken over verification, and furthermore, EXACT date when the product will be dispatched. Same standard evasive answers, except changing Order status from "under verification" to "verified"

24.07.2012 till date - No further change.. No answer about when they are going to ship the product.. no answers whatsoever. I am meanwhile thoroughly cheated and have to continue to spend on outside food.

My problem with naaptol.com isnt just the non-delivery, but the false promises and misrepresentation made PRIOR to placing of Order only to revert back later and not providing customers with clear answers as regards to delivery and hiding under pretext of "verification" as such.

Purchase from naaptol.com at your own peril, folks, especially if you want the product at a deadline.