[Resolved]  Eureka Forbes — Website does not allow you to raise product return though they promise to get product returned within 30 days in case of dissatisfaction

Address:	Mumbai City, Maharashtra
Website:	eurekaforbes.com

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.co.in" ; "[protected]@eurekaforbes.com"
Sent: Wednesday, November 23, 2016 10:38 AM
Subject: Re: ESCALATION!!!

Hi Anu and Team,

Please provide a resolution at the earliest.

I am unable to place online return request as advised by the online chat support team. After entering the correct customer ID and mobile number, i get a message as :

" We are unable to find record basis the details you provided. Please call us on[protected] for resolution."

Please find attached the error screenshot.

When i called up the above phone number, the customer care executive tells me that there is no such policy for product return/refund.

Please treat this mail as product return and refund request and arrange to return the product and initiate my refund.

Please find below my details:

Your transaction id is [protected], Payment Gateway- HDFC, Authorization Code is T23912
Your Shipping Customer ID is [protected]
Your Billing Customer ID is [protected]
Your Order ID is [protected]

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.co.in" ; "[protected]@eurekaforbes.com"
Sent: Tuesday, November 22, 2016 12:48 PM
Subject: Re: ESCALATION!!!

Hi,

I am unable to place online return request as advised by the online chat support team. After entering the correct customer ID and mobile number, i get a message as :

" We are unable to find record basis the details you provided. Please call us on[protected] for resolution."

Please find attached the error screenshot.

When i called up the above phone number, the customer care executive tells me that there is no such policy for product return/refund.

Please treat this mail as product return and refund request and arrange to return the product and initiate my refund.

Please find below my details:

Your transaction id is [protected], Payment Gateway- HDFC, Authorization Code is T23912
Your Shipping Customer ID is [protected]
Your Billing Customer ID is [protected]
Your Order ID is [protected]

Billing Address Shipping Address
First Name Mohamed First Name Mohamed
Last Name MutheebParveez Last Name MutheebParveez
House No. 1871/1 House No. 207/641/56
Address1 Lawyers colony Address1 2nd cross
Address2 8th Cross Subhash Nagar Address2 Rehmania Nagar
Landmark Opp. Mandya Tehsildar official quater Landmark Near Bismillah circle
State Name Karnataka State Name Karnataka
City Mandya City Ramanagaram
Pincode 571401 Pincode 562159
Mobile Mobile
Email md.[protected]@yahoo.com Email md.[protected]@yahoo.com
Employee Code 9093793 Order Form No.

BR,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.co.in"
Sent: Tuesday, November 22, 2016 12:18 PM
Subject: Re: ESCALATION!!!

Hi,

Also your Customer care executives say that there is no policy to return the product in case of dissatisfaction, while i was told by the same team before purchase that there is a 30 day return / refund policy, so does your website say.

Request you to please arrange for product return and initiate refund process.

"
Return and Replacement policy

30 Days Money Back Guarantee
We offer you a No Questions Asked Return Policy, to provide you with a worry free shopping experience, when you choose to make a full payment on eurekaforbes.com. If you are unsatisfied with the item, you may conveniently return it, in its original packaging for a refund.
How can I return a product ordered from Eureka Forbes Limited?
If you want to return the product purchased on eurekaforbes.com, here’s the process you can follow:
We will refund the entire cost of the returned item, less 2.5% applicable bank charges, 10% Service Tax on the bank charges and 0.3% ECESS on Service Tax. Please note that the refund facility can be availed only on products purchased online, on our website eurekaforbes.com.
Within what time period do I have to return the product?
You can conveniently return any product purchased on eurekaforbes.com within 30 days of receiving your shipment.
How and when will I get my refund?
Once your product has been collected and received, we will initiate the refund process. The refund is made to the same bank account/ credit card/ debit card which was used to pay for the purchase. Please note that no refunds are made by cheque or cash.
What do I do in case I was to cancel my order before the shipment reaches me?
You can cancel your order before the product has been shipped by filling your Order Id and Product details here. Upon receiving your Cancellation Request we will initiate the refund process. The refund is made to the same bank account/ credit card/ debit card which was used to pay for the purchase. Please note that no refunds are made by cheque or cash. Please note that we will refund the entire cost of the returned item, less 2.5% applicable bank charges, 10% Service Tax on the bank charges and 0.3% ECESS on Service Tax.
What can I return?
You may request returns for most items you buy from eurekaforbes.com except those that are explicitly identified as not returnable.
When will I get my refund?
Refunds back to Credit Cards, Debit Cards, Net Banking or Bank Accounts (NEFT) are fully refunded within 3-7 days after we receive and process your return. Refunds in form of cheques can take 10-12 business days to arrive via post.
If I have chosen to pay via Cash On Delivery, how will I get the refund?
If the mode of payment was cash on delivery (COD), we will initiate a NEFT bank transfer to your bank account. Eureka Forbes will contact you for your bank account details. It normally takes 7-10 days for your money to get reflected in your bank account.
What are the details you require to process NEFT refund?
When you agree for NEFT refund, Eureka Forbes customer support will get in touch with you for some details. For NEFT refund, we require your Bank Name, Account Number, Account Holder’s name, IFSC code and Location of the bank. We initiate the refund process once we receive the details from you, and it takes 7-10 days for the money to be credited back to your account.

"

BR,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.co.in"
Sent: Tuesday, November 22, 2016 12:02 PM
Subject: Re: ESCALATION!!!

Hi,

Sharing my worst experiences with Eurekaforbes. I did not get a single response to my below mails in the mail thread.

To add to the agony with repeated follow ups over mails and calls someone from Ramanagram agency installed my product on 18th Nov, 2016 (after 18 days of purchase) asking me to pay Rs. 350 for some diversion/distribution valve which was missing in the product package, though it was not my fault. The worst thing happened the next day when the product stopped working on ie on 19th Nov.

When I contacted Mr. Amarnath (Thrinetra Marketing - [protected]) from Ramanagram agency, inspected the product and said that the power adapter has stopped working and asked me to raise a compliant online which I did.

Complaint number [protected] is yet not addressed, while i have been calling up customer care for follow up.

Please get my issue resolved by end of today and ensure that i get the power adapter gets replaced today.

BR
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.com" ; "[protected]@eurekaforbes.com"
Sent: Friday, November 18, 2016 10:46 AM
Subject: ESCALATION!!!

REMINDER NO. 4

I AM TIRED OF WRITING DAILY FOLLOWUP MAILS AND CALLING UP THE SICK CUSTOMER CARE GUYS ON A DAILY BASIS WHO DONT EVEN UNDERSTAND THE MEANING OF ESCALATION!

ITS DAY 18 POST PURCHASE OF THE WATER FILTER WHICH STILL LIES WITH ME UNINSTALLED.

EITHER SAY THAT YOU CANNOT ARRANGE TO GET IT INSTALLED OR ASK YOUR TEAM TO TAKE THE PRODUCT BACK AND ARRANGE FOR REFUND!!

YOU GUYS ARE HOPELESS!!!

BR,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.com" ; "[protected]@eurekaforbes.com"
Sent: Wednesday, November 16, 2016 11:15 AM
Subject: Re: Eureka Forbes - PAYMENT GATEWAY: HDFC - Customer ID: [protected] - Ramanagaram, Karnataka

Reminder No. 3. Will anyone respond ???

BR,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.com" ; "[protected]@eurekaforbes.com"
Sent: Tuesday, November 15, 2016 10:26 AM
Subject: Re: Eureka Forbes - PAYMENT GATEWAY: HDFC - Customer ID: [protected] - Ramanagaram, Karnataka

Reminder No. 2. Will anyone from Eureka Forbes care of respond ???

BR,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.com" ; "[protected]@eurekaforbes.com"
Sent: Monday, November 14, 2016 10:55 AM
Subject: Re: Eureka Forbes - PAYMENT GATEWAY: HDFC - Customer ID: [protected] - Ramanagaram, Karnataka

Any update pls???

BR,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.com" ; "[protected]@eurekaforbes.com"
Sent: Saturday, November 12, 2016 2:46 PM
Subject: Re: Eureka Forbes - PAYMENT GATEWAY: HDFC - Customer ID: [protected] - Ramanagaram, Karnataka

Hi,

Writing to you with utmost distress that my water filter could not be installed even after 12 days of purchase. Despite several follow ups with various executive numbers that were shared each time by the customer care executives.

I would want you to arrange for the return of the product ASAP and arrange for refund of the said purchase.

I feel cheated and deceived by the executive who promised me to get get the product delivered and installed next DAY of online purchase IF I ENTERED HIS employee ID: 9093793 during the online purchase.

It was indeed a horrible experience with Eureka forbes and its sales team. I wonder if an installation could not happen even after 12 days of purchase, what would be the post sales service quality which I can expect from Eurekaforbes.

Ref:

Dear Mr. Mohamed Mutheebparveez,

Thank you for shopping with us. Your transaction is successful.
Your transaction id is [protected], Payment Gateway- HDFC, Authorization Code is T23912
Your Shipping Customer ID is [protected]
Your Billing Customer ID is [protected]
Your Order ID is [protected]
Your order will be delivered to you in 4 - 6 working days.

Eureka Forbes Festive Offer – With this transaction, you stand a chance to win Tanishq gold coins(T & C apply)
Please note that the products availed in the offer – Provogue Watch will be shipped to you separately within 2 weeks.

For any further queries you can reach us on[protected] or email us at [protected]@eurekaforbes.com

The details of the order you placed are mentioned below:

Billing Address Shipping Address
First Name Mohamed First Name Mohamed
Last Name MutheebParveez Last Name MutheebParveez
House No. 1871/1 House No. 207/641/56
Address1 Lawyers colony Address1 2nd cross
Address2 8th Cross Subhash Nagar Address2 Rehmania Nagar
Landmark Opp. Mandya Tehsildar official quater Landmark Near Bismillah circle
State Name Karnataka State Name Karnataka
City Mandya City Ramanagaram
Pincode 571401 Pincode 562159
Mobile Mobile
Email md.[protected]@yahoo.com Email md.[protected]@yahoo.com
Employee Code 9093793 Order Form No.

Product Code Product Name Quantity Amount(in Rs.) Transaction Date
GWPDDRGNS00000 DR. AQUAGUARD GENEUS + 1 22, 990 10/31/2016 2:19:16 PM
Total Amount (inclusive all) 22, 990


Regards,
Mutheeb

From: "md.[protected]@yahoo.com"
To: "[protected]@eurekaforbes.com"
Sent: Monday, November 7, 2016 12:23 PM
Subject: Fw: Eureka Forbes - PAYMENT GATEWAY: HDFC - Customer ID: [protected] - Ramanagaram, Karnataka

Hi,

Please arrange for the installation of the below order ASAP. I have received the product while I am awaiting your team to get it installled ASAP.

BR,
Mutheeb

----- Forwarded Message -----
From: Eureka Forbes
To: md.[protected]@yahoo.com
Sent: Monday, October 31, 2016 2:22 PM
Subject: Eureka Forbes - PAYMENT GATEWAY: HDFC - Customer ID: [protected] - Ramanagaram, Karnataka

Dear Mr. Mohamed Mutheebparveez,

Thank you for shopping with us. Your transaction is successful.
Your transaction id is [protected], Payment Gateway- HDFC, Authorization Code is T23912
Your Shipping Customer ID is [protected]
Your Billing Customer ID is [protected]
Your Order ID is [protected]
Your order will be delivered to you in 4 - 6 working days.

Eureka Forbes Festive Offer – With this transaction, you stand a chance to win Tanishq gold coins(T & C apply)
Please note that the products availed in the offer – Provogue Watch will be shipped to you separately within 2 weeks.

For any further queries you can reach us on[protected] or email us at [protected]@eurekaforbes.com

The details of the order you placed are mentioned below:

Billing Address Shipping Address
First Name Mohamed First Name Mohamed
Last Name MutheebParveez Last Name MutheebParveez
House No. 1871/1 House No. 207/641/56
Address1 Lawyers colony Address1 2nd cross
Address2 8th Cross Subhash Nagar Address2 Rehmania Nagar
Landmark Opp. Mandya Tehsildar official quater Landmark Near Bismillah circle
State Name Karnataka State Name Karnataka
City Mandya City Ramanagaram
Pincode 571401 Pincode 562159
Mobile Mobile
Email md.[protected]@yahoo.com Email md.[protected]@yahoo.com
Employee Code 9093793 Order Form No.

Product Code Product Name Quantity Amount(in Rs.) Transaction Date
GWPDDRGNS00000 DR. AQUAGUARD GENEUS + 1 22, 990 10/31/2016 2:19:16 PM
Total Amount (inclusive all) 22, 990

Please note that should you choose to pay offline and ask for a refund on this online transaction applicable bank charges of 2.5%, Service Tax 10% on the bank charges and ECESS of 0.3% on service tax would be deducted.

Warm Regards,

Eureka Forbes Team