[Resolved]  Infibeam — Poor after sales service

Address:

Panchkula, Haryana

Ref: Purchase ID – 12757373, Order ID – 21883801 Product – Yepme Sports Shoes – YPWFOOT4011, black, 4 (P-foot-[protected]) Dear Concerned, I received the above product on 18.03.14. However, the shoes received of “size 4” are small and does not fit my son. It was no-where written on your site that the Shoe size “4” is the UK 4 or US 4(as written on other similar online websites) and this may primarily be the reason for ordering wrong size. When checked from a recently purchased Bata sport shoe, the correct size was found as UK 4, US 5 & EUR 37. I communicated the same at your helpline number [protected] on 18.03.14 at 20.29 PM well within the 72 hours of receipt of shipment. I requested for the replacement of the shoes, but found the attitude of the executive attending the phone extremely negative and rude. He completely denied that the shoes cannot be exchanged. As per the exchange policy at your website it is clearly mentioned that the shoes can be replaced. I also forwarded around 4-5 pictures of the product, the receipt of which was also confirmed by your customer care executive. I also complained that there is no mention about the shoe size according to country (UK, US or EUR) on your website but no reply was provided by your customer care. This need to be replied. I have contacted your customer care people lot of times for the replacement of shoes, but found that none of the staff has clarity of the exchange policy. Every time I have to hold the telephone line for quite long to listen to their inadequate replies. As per your mail dated 07.04.2014, you have mentioned that you will be deducting 20% as re-stocking fee. Please note that it is clearly written on your website that even if the customer has placed wrong order and wants to return the product, the customer might have to bear logistic / re-stocking cost upto 10% of the product. The screen shot of the exchange policy as available on company website is attached. Further, there is no clarity among your staff as to who will bear the courier cost for returning the wrong product. This all shows highly unprofessional attitude of the company and company staff blaming the customer for placing wrong order and charging high re-stocking charges. Now I am not at all interested in replacement of shoes. Please arrange for the collection of the product and provide the store credit of the amount after deducting the re-stocking charges upto 10%. I will utilize the amount for buying Organic Tea for once and will close the account. Thanks a lot for such a bad experience in dealing with your company. It has further worsened after reading so many customer complaints about you poor services and pathetic exchange/return policy on the internet. Hope for an early closure of the case.