[Resolved]  Naaptol.com — Non-delivery, Non-communication and non-existent customer service - twice

Address:

Mumbai City, Maharashtra

I fell for their ruse twice - which is to probably give attractive discounts and get orders in (probably to show as sales in their accounts book for some quarter ending accounting purpose) & then cancel the order 10 days later without any communication. I have today cancelled the second order out of sheer frustration after waiting for one week after a lot of vague and evasive updates from their side. Please read the trail mail below (Start reading from bottom) for an example of the worst customer service ever.


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From: Adwait Manke [mailto:[protected]@gmail.com]
Sent: 29 March 2014 10:12
To: Mansi Joshi
Cc: [protected]@naaptol.com
Subject: Re: Order no - 8531311

Dear Mansi,

I perhaps foolishly believed your last mail and made the mistake of re-ordering the same product from your site. My new order id is 8690732, generated on 23 March. It has been now 1 week since ordering & there is no sign of my product getting dispatched, forget delivered. Your customer "care" says that this delay is the operational team's fault and they do not have any further information apart from what is displayed on the website. They are downright arrogant and extremely unhelpful. I even raised a complaint number 5939489, which no one has so far even bothered to follow up.

Request you to kindly look into it and revert at the earliest. I, despite having close working ties with one of India's largest media houses, have so far resolved not to undertake any bad publicity of your website, giving you the benefit of the doubt the first time. Please let us resolve this issue to the best of our individual interests, avoiding more bad blood between us.

Regards,
Adwait Manke


On Tue, Mar 18, 2014 at 7:10 PM, Mansi Joshi <mansi.[protected]@naaptol.com> wrote:
Dear Adwait,

Thank you for taking out the time and for communicating your feedback to us.

The same is highly appreciated and we shall look into the same.

Please be informed that the website will get updated with the concern information shortly.

With regards to refund, the same has been processed and the amount shall get credited back into your account in next 3-4 working days. Please note that the amount shall get credited back into the same account through which the payment was made.

We too have generated new voucher against the redeemed one - NTCVASJFNY With Expiry Date :[protected].

Before cancelling the order, we tried to reach you however the number went ringing. Usually an e-mail intimation is sent to our customers when an order gets cancelled however, due to a technical glitch you have not received it.

Kindly bear with us.


Thanks & Regards,

Mansi Joshi
Assistant Manager-Web Care
Naaptol Online Shopping Pvt. Ltd
India’s leading comparison based social shopping portal


From: Adwait Manke [mailto:[protected]@gmail.com]
Sent: 15 March 2014 21:45
To: Mansi Joshi
Cc: [protected]@naaptol.com
Subject: Re: Order no - 8531311

Dear Manas,

Thanks for the reply. The refund should obviously come since no product has been delivered. I have no issues (yet) on that part. What I have problems about, are on these points:

1) The same product is available for sale on your website right now at a slightly lesser price. (from what I now infer from your mail, it might be a different seller, but this is not clearly visible on your website like it is on ebay).

2) You and your website are the interface through which I am ordering. I only know you; I do not know who or where the actual seller is. It is thus a great shock to the customer, after paying the entire product price in advance (Rs. 20000+), to be told that the product is actually "out of stock" from the seller's end. How was then the item still available on your website for ordering? Is this not e-retailing basics ? This casts major doubts about the professionalism of your entire operation.

3) Mid week, I was called on my cellphone to inform about the order cancellation. However, I could not receive the call. Is it not basic business etiquette then, to drop me a SMS or e-mail to inform me? I had no idea of what had happened till I called your customer care this morning to inquire about the order status.

4) You may refund my money. But can you refund the nearly one week of my lost time ? Here I was, till today morning, sitting pretty, having ordered the camera, with a family outing planned the coming week.

I am sorry, but I have enough experience of ordering online for the past 5 years now(Ebay, Amazon, Flipkart, Snapdeal etc.) to inform you that this has been my most disappointing online shopping experience.

Regards,
Adwait Manke


On Sat, Mar 15, 2014 at 3:41 PM, Mansi Joshi <mansi.[protected]@naaptol.com> wrote:
Dear Adwait,

Thank you for writing to Naaptol, we had received your escalation from our CEO.

Please accept our apologies over the delay in dispatching the order to you.

As per the confirmation received from our vendor, the product is now out of stock hence we regret to inform you that the order has been cancelled from our end.

A complete refund has been initiated.

Kindly allow 3-5 working days for the refund amount to reflect in your account. Please note that the amount shall get credited back into the same account through which the payment was made.

Usually an e-mail intimation is sent to our customers when an order gets cancelled however, due to a technical glitch you have not received it.

Request you to place a fresh order after couple of days.


Thanks & Regards,
Mansi Joshi
Assistant Manager-Web Care
Naaptol Online Shopping Pvt. Ltd
India’s leading comparison based social shopping portal


From: Adwait Manke [mailto:[protected]@gmail.com]
Sent: 15 March 2014 15:01
To: [protected]@naaptol.com
Subject: Fwd: Your login details on naaptol.com

Dear Sir,

My order below was "Cancelled for Refund" a week after ordering and paying. I was given no email intimation of this change of status. It was only on calling the customer care that I came to know of this information. I was also told that the product was out of stock. But, if that is the case, it should have been mentioned while ordering. Also, the same product is still available for ordering from your site, whereas for me, it is "Out of stock" !!

This was my first and looks to be my last time for ordering from naaptol.com. I am deeply disappointed if this is the customer service that you have to offer.

Regards,
Adwait Manke