[Resolved]  Star Cj Alive — Faulty Product Replacement

Address:

Cuttack, Odisha

My wife bought a Dermaseta Mini Spa and Hair Removal kit from StarCJ costing Rs. 2580 bearing order number [protected] after viewing the product on television.
We received the parcel on 24th of March 2013. Unfortunately there was some manufacturing defect with the product which we found out after opening the pack. We made call after calls but their response was absurd.

1st Call: My wife immediately called their Customer Care number on[protected] and requested them to exchange the product. They said that they have lodged a complaint and one of their representative would come and collect the product from us within 7 days. After that they will provide a cheque on her name within 10 working days and told that she can then order another one.

2nd Call: After a couple of days when no one came to receive the product, my wife called them again asking about the status. They cunningly tried to avoid the matter by saying that there was no complaint lodged. When my wife started explaining what had happened in the previous call they agreed that her complaint has been lodged. One of their CSE (Customer Service Executive) said that she should call up[protected] and lodge a complaint again.

3rd Call: My wife called up on[protected] and one of their CSE (Customer Service Executive) said that the complaint has been lodged and she would soon receive someone to collect the parcel. When my wife asked for complaint number, they said that it is the same as order number.

4th Call: After waiting for 10 days, when no one came to collect the parcel, my wife called them up again on[protected] dated 3rd April 2013 to check status. To her surprise she was excited to hear that her product can be exchanged as said by one of the CSE (Customer Service Executive). He said that my wife would be receiving a confirmation call within 24 hrs after which they will exchange the product.

5th Call: On 4th April 2013 at 5:20PM my wife received a call from[protected]. This time one of the CSE (Customer Service Executive) said that for any manufacturing defects we need to contact the seller directly and not StarCJ as they do not entertain such manufacturing complaints. I immediately asked my wife to pass me the phone. I asked him why should I contact the manufacturer when I bought the product from you and not used it once also. And also why did not your CSE tell me the same thing on my first call which you are telling me after 11 days? He replied that he do not know anything about it and just that he cannot help it. I told the CSE (Customer Service Executive) on line that he has 24 hrs to take some necessary action or I will go to consumer boards and other social media platforms to lodge complaints as they have already played the fool with my wife for so many days. At first the CSE requested me not to do it but then he said that he is closing the complaint and disconnected the call.

Is this the kind of service that StarCJ provides to its customers? [censored] are they playing the fool around? I think this is the worst service an e-commerce site can provide to its customers or may be they think that they are so big that they do not care for such things. I request unfortunate customers like us not to rely on the customer care people of StarCJ.

Regards,
Suryakant Behera
[protected]